Provide hands-on technical and operational support for a telecom platform: real-time call-based troubleshooting, ticket management, system monitoring, client communication, escalation to engineering, and cross-team collaboration to maintain service performance and client satisfaction.
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 to provide 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
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 to provide 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
- 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.
- 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
- 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
- Monitor platform performance and flag recurring issues
- Identify trends from support cases and recommend improvements
- Assist in testing fixes and validating system updates
- 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
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The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
