Careers at MCSnet

MCSnet- St. Paul, AB

MCSnet has been providing high-speed internet to rural communities for over 25 years. As Alberta’s homegrown internet service provider, our team understands the importance of investing in our local communities - because we live and work in them. We value our employees and their families because, to us, family and business are one and the same.

We currently have an opportunity for a Full-Time Technical Support Worker to join our MCSnet team. Reporting to the Technical Support Manager, the Technical Support Worker is involved in a full range of duties including providing technical support for products and services to customers and installers.  In addition, the successful candidate will be responsible for diagnosing customer issues and creating work orders for onsite repairs.

Principle Duties & Responsibilities

Include but are not limited to:

• Responding to customer inquiries in a timely manner.
• Creating tickets for all calls taken.
• Diagnosing and troubleshooting technical issues.
• Escalating incoming tickets where appropriate. 
• Maintaining knowledge on all products and services offered by MCSnet.
• Promoting and selling MCSnet’s products and services.
• Providing technical support to Installers.
• Providing suggestions for repairing technical issues that come forward.
• Ad hoc responsibilities include occasional and one-time responsibilities as needed, and identifying any work, issue, or task that does not appear to be under the care of any particular job description, and proactively seeking to resolve the work, issue, or task or flagging it to the appropriate coworker for their attention.
• Promoting a strong culture of team work as well as promoting MCSnet’s work culture and core values.
• Staying positive and demonstrating excellent team collaboration and team spirit.
• Maintaining in-depth knowledge on MCSnet’s products and services.
• Always following proper safety procedures and ensuring fellow employees adhere to safety standards.

Knowledge, Skills & Abilities Required

Include but are not limited to:

• Exemplifies MCSnet’s Core Values of Integrity, Respect, Teamwork, Communication, Courtesy, and Accountability.
• Maintains a thorough working knowledge of the company and adheres to all company policies and procedures.
• Knowledge of basic accounts receivable practices, processes, and procedures.
• Proficient knowledge of internet technology.
• Proficient computer skills, including Google Office Suite.
• Excellent phone etiquette.
• Excellent analytical skills, well-organized with a strong attention to detail and a high level of accuracy.
• Strong follow up skills, paying attention to the issue until satisfactory resolution is achieved.
• Good verbal and written communication and listening skills.
• Customer focused with demonstrated customer relations skills.
• Well-developed interpersonal skills; works collaboratively with co-workers.
• High level of self-motivation. 
• Lifelong learner engaged in ongoing training or professional development. 
• Knowledge of applicable safety standards, regulations, laws, and policies.

Qualifications Required

• Grade 12 or equivalent.
• Post-secondary education in related fields would be considered an asset.
• Minimum of 1-3 years of technical or computer related experience, including computer network and hardware.
• Advanced level computer skills including demonstrated proficiency in email, internet browsers and Google Applications are required.
• Knowledge in Internet Protocol, Routing, and Radio Frequencies would be considered an asset.
• Knowledge of basic accounts receivable practices, processes, and procedures are required.
• Must have excellent phone etiquette.
• Must have excellent analytical skills, be well-organized with a strong attention to detail and accuracy.
• Strong follow up skills are required.
• Good verbal and written communication and listening skills are required.
• Must be customer focused with demonstrated customer relations skills.
• Must have well-developed interpersonal skills with the ability to work collaboratively with co-workers.
• High level of self-motivation is required.
• Must be a lifelong learner with a willingness to pursue ongoing training or professional development.
• Knowledge of applicable safety standards, regulations, laws, and policies is required.

In addition to a competitive salary and comprehensive benefits package, MCSnet can offer an exciting and challenging work environment, as well as a company culture that values: Integrity, Respect, Courtesy, Communication, Teamwork, and Accountability.

If you believe that you could thrive in our environment, and are interested in pursuing this opportunity, please submit your resume for consideration.

MCSnet thanks applicants for their interest in this opportunity. Candidates considered for this position will be contacted directly.

Job Types: Full-time, Permanent