Technical Support Specialist - HYBRID
About the role
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
- 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
- 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.
- 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
- 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
- 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
- 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
Not the right fit? Search for Technical Support Specialist jobs in Markham, Ontario, Canada
About Pathway Communications
Founded in 1995, Pathway Communications specializes in providing innovative and cost-effective IT and communication solutions for businesses of all sizes. Rooted in Canada, we offer a wide range of services, including Managed IT Services, Cybersecurity Solutions, Data Center, Cloud, Colocation, Voice, Data, and Internet, to help our clients stay connected and operate securely in today’s fast-paced world.
Pathway employs over 150 qualified and trained staff on three continents and operates fully-equipped data centers in Markham, Toronto, and Montreal. All of our services are designed to pass through our Tier III data center backed up with ISO 9001:2015, ISO 27001:2013 certification, and SOC 2 Type II compliancy for the ultimate reliability, security, and privacy.
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Technical Support Specialist - HYBRID
About the role
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
- 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
- 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.
- 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
- 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
- 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
- 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
Not the right fit? Search for Technical Support Specialist jobs in Markham, Ontario, Canada
About Pathway Communications
Founded in 1995, Pathway Communications specializes in providing innovative and cost-effective IT and communication solutions for businesses of all sizes. Rooted in Canada, we offer a wide range of services, including Managed IT Services, Cybersecurity Solutions, Data Center, Cloud, Colocation, Voice, Data, and Internet, to help our clients stay connected and operate securely in today’s fast-paced world.
Pathway employs over 150 qualified and trained staff on three continents and operates fully-equipped data centers in Markham, Toronto, and Montreal. All of our services are designed to pass through our Tier III data center backed up with ISO 9001:2015, ISO 27001:2013 certification, and SOC 2 Type II compliancy for the ultimate reliability, security, and privacy.