Fast track your career with Pathway Communications
Bilingual English & French Senior Support Analyst

Do you have a passion for Technology? Are you a customer service specialist? Do you thrive in a fast-paced environment?

If you answered YES to all three AND you have superior French & English Communication skills, keep reading.

We’re looking for proactive individuals who can think on their feet, show initiative while providing superior customer and technical support services. In this full-time position you will be responsible for providing first-line hardware and software support including identification, documentation, investigation and diagnosis, escalation, resolution and follow-up to ensure service levels are maintained for products and services provided to clients and internal personnel. In addition; you will responsible for following up with clients on a regular basis while ensuring timely feedback to the user on the status of incident resolution and escalating to support teams where required.

Also known as a helpdesk technician or technical support analyst providing managed services support, you will be working in a contact center environment; and expected to provide fast, efficient and excellent customer service and problem solving skills. This position requires on-call responsibilities and CPIC clearance.

Main Responsibilities

• Respond to inbound requests or issues reported via phone, email, chat and ticketing system customer portal, delivering fast and efficient service assisting multiple clients with their hardware and software related needs.
• Demonstrate a high degree of technical skills to resolve problems at first point of contact in a friendly and helpful manner and educate users in the use of hardware, software, or equipment.
• Assign issues that cannot be resolved remotely to onsite technicians as per process
• Document all information clearly, concisely and effectively in the client file, in accordance with department guidelines and patterns of practice.
• Respond and handle incoming infrastructure alerts in accordance to the service level agreement.
• Adhere to compliance routines in carrying out transactions specific to call quality objectives.
• Perform some managed server support related tasks when required such as server event logs analysis, anti-virus patching, compliance and monitoring, maintain server patches, account management requests, handle issues related but not limited to print and fax server.

Attributes

• Communication: Attention to detail; Superior oral, written and listening communication skills in English
• Teamwork: Guides self and team members in accomplishing work objectives
• Problem-Solving: Strong probing, creative problem-solving skills
• Initiative: Taking ownership of customer problems towards the resolution stage; Proactive when dealing with issues; Work in conjunction with other support personnel to resolve problems in a timely manner
• Management Skills: Good organizational and task management; Ability to prioritize and control workload
• Call Centre Skills: Ability to Talk AND Type while on calls; Exceptional Customer Service skills
• Security/Privacy: Discretion with regards to security and confidentiality of information
• Work Ethics: Exemplary Attendance and Punctuality

Technical Skills Required

• Minimum 3 years previous experience in a managed service type of technical support in a contact center environment
• Extensive experience with Windows platforms, MS Office on different versions and other common desktop/laptop software such as browsers, VPN, etc.
• Experience troubleshooting Microsoft Exchange, Print Servers, Fax Servers, etc.
• Advance troubleshooting desktop/laptop, printers, network connectivity
• Intermediate Active Directory experience
• Knowledge and experience with wireless concepts, IP networking/routing, WLANS & VLANS and Radius
• Fluent in spoken and written English and French (Spanish, or Russian language skills would be an asset)

Job Requirements

• Minimum 3 years previous experience in a managed service type of technical support in a contact center environment
• Extensive experience with Windows platforms, MS Office on different versions and other common desktop/laptop software such as browsers, VPN, etc.
• Experience troubleshooting Microsoft Exchange, Print Servers, Fax Servers, etc.
• Advance troubleshooting desktop/laptop, printers, network connectivity
• Intermediate Active Directory experience
• Knowledge and experience with wireless concepts, IP networking/routing, WLANS & VLANS and Radius
• Fluent in spoken and written English and French (Spanish, or Russian language skills would be an asset)

Education

• Minimum Diploma/Degree or equivalent working experience in related discipline

About Pathway

Pathway Communications is a leading Canadian company offering full-spectrum, managed technology services to businesses across Canada and the United States. Our services portfolio includes managed business connectivity, server colocation, cloud computing, telephony and outsourced IT services.

Please e-mail your cover letter and resume to hrdept @ pathcom.com (sub: “Bilingual Senior Support Analyst”), with details of relevant work experience and why you feel you are a good candidate for this position. We thank all candidates, but only those selected for an interview will be contacted.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

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Fast track your career with The Pathway Group
We’re looking for a Supervisor for our Technical Call Centre

This full-time role will be responsible for overseeing a group of agents as they assist customers on the phone and via email. Key responsibilities include: staff scheduling, contact queue, act as a subject matter expert, manage day-to-day operating issues as well as manage the ticket queue. Our ideal candidate will have excellent customer service skills and experience as a mentor thru coaching and training. You exhibit strong skills in both preparation and presentation of metrics to clients.

You will be working in a call centre environment; and expected to provide fast, efficient and excellent customer service. This position requires on-call responsibilities and CPIC clearance.

Key Responsibilities

• Staff Scheduling: Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Contact Queue Manager: Monitoring helpdesk operations mainly incoming calls, alerts and emails to ensure they are handled accordingly.
• Service Desk Resource: Responding to and escalating Service Desk resourcing issues per procedures, for example, logging in and taking calls waiting in the queue or asking available agents to log in if there are no other available logged in. From time to time, will be called on to assist with processing emails or incident tracking, may be asked to assist with other Service Desk tasks or manning the phones. Acting as a technical subject matter expert.
• Operating Issues: Logging a ticket to report an outage to the appropriate support if it is determined that the tools used to perform agents’ daily tasks are not working.
• Ticket Queue Manager: Taking the lead or designating another alternate member of the group to fulfill the function of the Queue Manager, in his/her absence. The focus of the Queue Manager is to regularly review tickets assigned to a group and ensure appropriate attention is being brought to the ticket in order to achieve SLA. Ensuring that high-priority Incidents are properly responded to and accepted by the appropriate support group.
• Trainer: Taking the lead or designating another alternate member of the group to fulfill the function of arranging staff training and awareness sessions.
• Client Satisfaction Survey Follow up: Flagging dissatisfied clients and identifying areas of improvement in our service to increase client satisfaction.
• Knowledge Analyst: Taking the lead or designating another alternate member of the group to fulfill the function of monitoring / maintaining the knowledge base to ensure that it’s up to date.
• Producing statistics and management reports such as Continual Improvement.
• Representing the Service Desk at meetings
• Manage hardware inventory and images as required by client.

Abilities

• Exceptional Customer Service skills and ability to support escalations
• Superior oral, written and listening communication skills in English
• Strong analytical and problem solving skills and ability to multitask
• Ability to prioritize, coordinate and excellent administration skills
• Strong active listening, comprehension and articulation skills
• Discretion with regards to security and confidentiality of information
• Proven ability to analyze, prepare and present call centre metrics, make changes based on requirements and queue support

Skills

• Intermediate MS Server/Desktop/Laptop PC troubleshooting skills
• Strong Networking knowledge (i.e. Map network drives, IP Address) including experience supporting LAN’s, VPN, Network Printer/Scanner
• Advanced knowledge in Active Directory, Group Policy and MS Office Suite – Exchange/Outlook/Excel/PPT
• Knowledge of Antivirus software; including McAfee patching and compliance management
• Knowledgeable with Windows 7 OS and Multiple Browsers (i.e. IE/Chrome/Firefox/Safari)
• Ability to Talk AND Type while on calls with good typing skills (at least 35-40wpm)
• French language communication skills would be an asset

Job Requirements

• Minimum 5 years’ proven work experience in an IT Service Desk and 2 of those years as a Team Lead or Supervisor
• Proficiency with Ticketing Systems; Livetime and/or STM Citrix preferred
• May be required to support team working variable rotating shifts including evenings, weekends and public holidays providing a 24×7 first-line support service to customers
• Provide On-Call Support after hours

Education

• Microsoft Certified Professional (MCP) and Cisco Certified Network Associate (CCNA) will be considered an asset
• Minimum successful completion of College Diploma or equivalent working experience in related discipline

About Pathway

Pathway Communications is a leading Canadian company offering full-spectrum, managed technology services to businesses across Canada and the United States. Our services portfolio includes managed business connectivity, server colocation, cloud computing, telephony and outsourced IT services.

Please e-mail your cover letter and resume to hrdept @ pathcom.com (sub: “Supervisor, BPO NetPulse”), with details of relevant work experience and why you feel you are a good candidate for this position. We thank all candidates, but only those selected for an interview will be contacted.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

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Fast track your career with Pathway Communications
Facility Security & Mailroom Personnel

This position provides on-site security for a medium-sized building. This full-time employee will monitor the premises and ensure visitors adhere to prescribed security policies. In addition; this person will also act as mailroom facilitator while exercising shipping & receiving duties & light maintenance.

Key Responsibilities

• Man the building and the premises to ensure only authorized persons are allowed entry
• Greet visitors at the entrance & follow protocol for authorized entry of visitors
• Patrol the premises to ensure there is no unauthorized activity in addition to video surveillance monitoring of premises (internal and external)
• Escalate issues according to protocol
• Monitor cooling systems, UPS and Generator systems
• Monitor fire alarm/suppression systems
• Perform Weekly and Monthly inspections on Generator and Fire Systems according to checklist
• Complete shipping & receiving requirements, maintain courier supplies, maintain & distribute incoming & outgoing mail as required

Required

• Excellent communication skills required including fluency in spoken and written English
• Must be willing to work 12 hour shifts – including overnight in addition to weekdays & weekends
• Current security guard license required
• Must be willing to get a police clearance certificate completed
• Must be bondable
• Prior experience is an asset

Who We Are

Established in 1995, Pathway Communications is one of the largest, privately-owned Managed IT Service companies in Canada. Based in Markham, we offer a unified portfolio of essential IT services, ranging from secure, high speed connectivity to cloud, data centre and telephony solutions from a single, certified source. Pathway continues to grow rapidly and offers unmatched value to thousands of clients across Canada and the USA.

Please e-mail your cover letter and resume to hrdept[at]pathcom[dot]com (sub: “Security and Mailroom”), details of relevant work experience and why you feel you are a good candidate for this position. We thank all candidates, but only those selected for an interview will be contacted.

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Fast track your career with Pathway Communications
Sales Executive

The Pathway Group, a national leader in providing “full stack” B2B IT solutions, is seeking an experienced IT Sales Executive to join our winning team. The right candidate will have 4+ years’ experience in sales, be adept at getting “C” level meetings, and have a proven track record for closing big deals. We’re looking for a leader who is able to develop long term client partnerships built on integrity and honesty – we give our customers sensational IT solutions with a white gloved treatment and it all starts with our sales team. If you’re a genuine sales tactician with an impeccable sense for finding opportunities in any situation, we’ve got a territory carved out for you.

About the company

The Pathway Group has been in business for over 20 years, keeping the start-up atmosphere alive, with managers and team members working closely together to innovate on every level – all within a very fun-loving atmosphere. We’re proud of our proven track record; solid, loyal customer base and an amazing suite of established products. Our services portfolio includes managed business connectivity, server colocation, cloud computing, telephony and outsourced IT services.

We’ve built our success around providing our clients the absolute best parts and procedure while employing amazing people to service them. Pathway’s team is a large, dynamic family with a fantastic sense of humor that believes in doing ethical business and building long term partnerships.

Key Responsibilities

• Responsible for growing sales revenue within the defined territory and achieving annual sales quota
• Grow customer relationships over time to ensure that The Pathway Group is viewed as a strategic partner
• Use social media, various websites, your network and other resources to find and qualify new leads
• Understand the service catalogue to provide the best solution that align with the customer’s overall IT environment and strategy
• Conduct presentations to external and internal audiences on product/customer technical requirements
• Coordinate with operations and product management resources to conduct joint technical planning for key accounts
• Communicate complex technical solutions to a non-technical client base
• Builds internal product and technological relationships
• Maintains knowledge of company products and services and new technology available to ensure the Pathway Group competes effectively in the market
• Communicates technical solutions to internal provisioning teams for implementation of the solutions while maintaining the role of primary point of contact to customer during fulfillment

Background and Experience

• 4+ years of successful sales experience in a technical B2B sales environment which includes prospecting and closing deals in a competitive environment
• Additional consideration will be given to those candidates with demonstrated sales experience in one or more of the following areas:
• IT infrastructure platforms and support systems
• Managed IT services and solutions
• Security solutions, including firewalls, intrusion detection/prevention systems
• Virtualization/Cloud products, server replication services and/or managed backup solutions
• Colocation products
• Hosted Exchange or Hosted SharePoint
• Technical help desk sales
• Understanding of Data Centre services, Colocation products and Cloud environments
• Familiarity with internet architecture, security, content, e-commerce and mission critical computing environments
• Successful Completion of College or Bachelor’s Degree
• Experience using Salesforce CRM is a must

Compensation

Commission + sizeable base salary and great benefits package along with fantastic employee perks

To Apply

Please e-mail your Cover Letter and Resume to hrdept @ pathcom.com (sub: “Sales Executive”), with details of relevant work experience, your favorite animal and why you feel you are a good candidate for this position

We thank all candidates, but only those selected for an interview will be contacted. We will not accept phone calls from Recruiting Firms. Previous applicants need not apply.

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