Technical

Shift is the leading provider of Voice over IP (VoIP) phone services to the Canadian small and medium business market. Our clients are the people that drive our economy, develop our communities, and make the products and deliver the services we all use. Since inception our focus has been to combine the most current technology with a uniquely client-oriented approach to service and support.

Shift is on a mission to reinvent the business phone company, and we're looking for smart, energetic and passionate people who want to reinvent the industry.

We seek individuals with a genuine, focused interest in shaping and transforming the future of business communications services in Canada. If this sounds like you, then Shift Networks is the place to be.

If you don't see any current job openings that suit you, please send us your resume anyway.

CLIENT SUPPORT ANALYST

Calgary

About Shift
Shift is the leading provider of Voice over IP (VoIP) phone services to the Canadian small and medium business market. Our clients are the people that drive our economy, develop our communities, and make the products and deliver the services we all use. Since inception our focus has been to combine the most current technology with a uniquely client-oriented approach to service and support.

Shift is on a mission to reinvent the business phone company, and we're looking for smart, energetic and passionate people who want to reinvent the industry. We seek individuals with a genuine, focused interest in shaping and transforming the future of business communications services in Canada. If this sounds like you, then Shift Networks is the place to be.

Responsibilities:

· Provide prompt, courteous assistance to customers for VoIP based communication service

· Record all details of the customer reported trouble, probing for specifics that will support accurate diagnosis of problem and support the shortest interval for resolution to technical and service issues

· Analyze customer technical issues that range from basic service questions to extremely difficult and intricate

· Employ logical problem solving and judgment for resolution, for escalation of issues to senior staff and/or vendors, or in making recommendations for solutions

· Manage problem resolution, including: gathering information, diagnosing the customer needs, conducting research to find correct solutions and confirming and testing resolution with the client

· Troubleshoot network connections from both the WAN network side as well as the client LAN side

· Maintain knowledge of new applications and technologies

· Work in a team environment

· Create and update documentation on constantly evolving applications and technologies

Required Skills:

· Fluent English (oral and written skills) - superior communications/phone skills

· Above average customer service skills

· Basic networking knowledge

· Proficient with PC/Laptop applications

· Ability and willingness to learn new technologies

· Good problem solving skills, ability to visualize a problem or situation and think outside the box

· Able to work with others in difficult situations – with or without direct supervision

· Positive, helpful attitude and ability to work with others

· Preferred Skills:

· Familiarity with *nix-based systems an asset

· Experience creating/maintaining documentation

· DSL and Ethernet knowledge

· Cabling standards and interconnection experience

This is an entry-level call-centre style position in a growing company with opportunity to advance into all areas of the company.

Send us your resume for this position. Please remember to mention which city you are applying for if applicable.