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Pathway Communications
Technical Support Specialist HYBRIDPathway Communications • Markham, Ontario, Canada
Technical Support Specialist HYBRID

Technical Support Specialist HYBRID

Pathway Communications • Markham, Ontario, Canada
26 days ago
Salary
CA$18.00 hourly
Job type
  • Full-time
Job description
Employment Type: Independent Contractor
Role: Technical Support Specialist
Location: HYBRID (2-days in office) - 95 Apple Creek Blvd. Markham
Contract Term: 3months can be extended based on Client requirement
Shift timings: 9am to 5pm Monday to Friday with flexible hours sometimes
Company: Pathway Communications
Hourly pay rate - CAD$18.00

About Pathway Communications
Pathway has been a pioneer in IT Managed Services. Starting out as one of the first ISPs in Canada in 1995 we are now a leading Canadian technology management firm with a global reach. Our clients rely on us as their sole source for high-quality IT solutions from hybrid cloud services to service desk telephony and security. We were the first company in Canada to construct a Tier III certified data center and maintain a complete set of certifications including SOC 2 Type II PCI and ISO 27001.

Pathway Communications is looking for a Technical Support Specialist toprovide hands-on technical and operational support for our telecom client ensuring seamless client experience. This role involves real-time issue resolution call-based client support troubleshooting and cross-team coordination to maintain system performance and client satisfaction.

Key Responsibilities
1. Technical Support & Troubleshooting
  • Provide day-to-day support for telecom-related platform issues
  • Investigate and resolve errors data discrepancies and integration problems
  • Escalate complex issues to engineering while maintaining ownership
2. Call-Based Client Support (Critical Requirement)
  • Handle inbound and outbound client support calls related to service provider issues
  • Provide real-time troubleshooting while on calls with clients
  • Guide clients step-by-step through issue resolution or workarounds
  • Maintain a professional client-first approach during high-pressure situations
  • Follow up on calls with clear updates and resolutions
  • Ability to confidently support clients live on calls.
3. Ticket & Case Management
  • Log track and manage support tickets in CRM/ticketing systems
  • Ensure accurate documentation of issues steps taken and final resolution
  • Prioritize tickets based on urgency and business impact
4. Client Communication & Relationship Support
  • Act as a trusted point of contact for service-related support
  • Provide timely updates via calls emails and follow-ups
  • Ensure high client satisfaction through proactive communication
5. System Monitoring & Issue Prevention
  • Monitor platform performance and flag recurring issues
  • Identify trends from support cases and recommend improvements
  • Assist in testing fixes and validating system updates
6. Cross-Functional Collaboration
  • Work with Client Services Operations and Tech/Dev teams
  • Support onboarding of new clients or new client features
  • Share insights from client issues to improve processes

Required Experience:

Junior IC


Experience: years
Vacancy: 1
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Technical Support Specialist HYBRID • Markham, Ontario, Canada

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