Pathway Communications

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

• 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

Powered by JazzHR

Yp2g46fWB2