Welcome to Fibernetics - The Home of Free Business Phone Lines

We are one of Canada’s fastest growing telecommunications companies and one of Waterloo Region’s emerging start-up success stories! Our rapid success has been leveraged by a marriage of established legacy systems with emerging internet protocol based technologies. This success has translated into growth and many new career opportunities and therefore we are looking for talented people to join our team!

We offer a high energy, professional yet casual work environment with the opportunity to make a difference every day. It’s an environment where everyone’s contribution is valued and rewarded. We take pride in our ability to have fun and celebrate our successes together. In return, we are looking for people who are creative and passionate about their work. Successful employees have an entrepreneurial spirit and a passion for technology. If we are describing you, then consider becoming a part of the Fibernetics team!

Start your Career with Fibernetics today by applying for one of the following positions:

Senior Technical Support Representative

The Sr. TSR will be responsible for providing tier II technical support to customers on the IP PBX office solution and ensuring customer satisfaction and network /service integrity.

Responsibilities

Answer Technical Support and Sales calls related to products and services in a call centre environment
Investigate, Troubleshoot, and Resolve customer issues related to internet connections, networking, and IP PBX configurations
Escalate unresolved issues and take ownership to ensure resolution
Follow up with customers and clients to ensure product and service satisfaction
Assist with IP PBX installations when required by providing remote assistance to installers and channel partners
Provide technical and customer service mentorship and assistance to level 1 support
Participate in rotating on call schedule for after hours on call emergency support.
Ability to take ownership of complex problems for key business accounts.
Desire to advance within a technical support leadership role.
Document support policies and procedures and assisting to maintain the technical knowledge base.

Essential Knowledge and Skills

Linux and Asterisk troubleshooting capabilities
In-Depth understanding of TCP/IP, DHCP, FTP, DNS, NTP, and IP Tables , SNMPC
Cisco switching and routing knowledge
Understanding of DSL, T1 and Ethernet technologies
Outstanding comprehension and communication skills
Excellent analytical skills and ability to take initiative and prioritize
Excellent MS Office skills
Extremely professional with excellent interpersonal, relationship, and communication skills
Ability to overcome resistance, and solve problems
Self-motivated and results oriented
Passionate about customer service
Able to work independently and as team player

Additional Qualifications

2-4 years experience in similar role
Previous telecommunications service provider experience considered an asset
Demonstrated troubleshooting and diagnostic skills
Best Practical RT knowledge considered an asset
College/University degree (preferably in Computer Science or Engineering) or equivalent experience

Project Coordinator, Business Services

The Project Coordinator will coordinate IP PBX and Data Services for customer and wholesale orders and ensures efficient professional delivery of services and customer satisfaction.. The Project Coordinator will manage all internal and external relationships with regards to the Fibernetics IP PBX orders. Reporting to the Senior Operations Manager of Business Services, the Project Coordinator will provide administrative support to Senior Project Managers as well as the Operations Department support and customer service areas as required.

Responsibilities

Organize and verify orders to be accurate and correct
Enter orders into Freeside Billing System and Generate Quick Books Sales Orders
Manage Tickets for New Orders in RT Ticketing System
Coordinate installations with integration partners and shipping department
Order DSL and other connectivity circuits, coordinate dates and installation/testing and effectively communicate expectations to end user customers
Verify TNs for LNP process, work with LNP team to ensure transparent number porting to Fibernetics
Auditing of customer accounts/systems as required to ensure accurate records for ongoing support
Other projects as assigned related to process development, training documentation for provisioning, installation, project coordination and PBX support
Addressing customer concerns , complaints or escalations as they relate to order implementation.
Support of Fibernetics VARS, Resellers and Agents through the order process.
Assist Customer Service Manager with MAC (Move. Add, Change) Orders and RMAs as required.

Essential Knowledge and Skills

Extremely detail oriented with proven time management skills
1-3 years project/order coordination and/or 1- 3 years customer service, sales, or support experience
Ability to maintain organization within a fast pace environment with multiple simultaneous demands.
Must have strong computers skills in Excel, Word, Web based programs and Outlook
Able to learn new technology terms and systems quickly with minimal training.
Must have excellent customer service and telephone communication skills
Strong leadership and communication skills (written and oral)
Shows initiative and willingness to learn new skills
Ability to work both individually and within a team environment
An interest in technology and internet/telecommunications.

Additional Desirable Qualifications

Previous Telecom or ISP experience highly preferred (LNP knowledge an Asset)
Familiarity with Telecom services and terminology
Experience with QuickBooks Sales Order Entry
Formal Training in Business Administration, Project Management, or related field or equivalent experience
Post secondary education considered an asset
Bilingual (French/English) considered an asset
Candidate should live in the Tri-City area

Director of Sales & Marketing, Residential Services

The Director of Sales & Marking for Residential Services will play a leading role in driving Fibernetics' residential services marketing initiatives. The successful candidate will increase presence within the residential market by creating and maintaining relationships with strategic partners. This role also requires the ability to work closely with the sales team, executive team, and other cross functional teams as needed.

Responsibilities

Provides industry segment expertise by analyzing market and customer trends to define overall needs for the Residential Sector
Tapping into untapped markets in the Residential Sector
Helps create overall marketing strategy for residential products and services
Develops and implements long-term and strategic marketing plans
Reports the success of plans, analyze market trends, recommend new strategies
Establishes and maintains relationships with intercompany departments
Creates product planning suggestions through customer requirements

Qualifications

Bachelor's degree in Marketing or Business
10+ years market management experience, including relevant product or marketing experience in Telecommunications
Excellent communication skills
Demonstrated ability to work cross-functionally within an organization

Director of Call Centre Operations

The Director of Call Centre Operations plays a leading role in developing and expanding Fibernetics' Call Centers. The successful candidate will have proven leadership skills, previous strategic planning experience, and an industry related background. The Director of Call Centre Operations will work closely with other intercompany departments such as sales and marketing, finance, and logistics.

Responsibilities

Sets the overall strategy and direction for the call centers
Designs and implements a reward and recognition system
Develops or sources out tools for reporting and tracking performance
Focuses on QoS and Customer Satisfaction metrics
Prepares the call centers for product launches
Implements a customer retention program
Ensures effective achievement of objectives

Qualifications

Bachelor's degree in Economics, Finance, or related discipline
10+ years management experience of large teams
Excellent communication skills
Demonstrated ability to work cross-functionally within an organization
Proven record of strong leadership and team building
Industry experience preferred

Telecommunications Software Developer (Asterisk)

The Telecommunications Software Developer (Asterisk) will be responsible for designing and implementing real-time data and telecommunications software, writing applications that operate on/off the Fibernetics main metaswitch, working with VoIP switches, and interacting with the B/OSS, which is also to be developed.

Essential Knowledge and Skills

Minimum 3+ years Asterisk platform development at a very high level
Excellent knowledge of Linux/Unix and security principles
Programming languages: C, C++, Perl,Python
Knowledge of VoIP, Network Management, Client Server, Protocol Stacks
In-Depth understanding of TCP/IP
Database storage and data models: MySQL, XML
Able to work independently and as team player

Qualifications

3+ years experience in similar role
Previous employment with a telecommunications service provider considered an asset
Demonstrated troubleshooting and diagnostic skills
College or University degree, preferably in Computer Science or Engineering
English language proficiency skills (written and oral)

Telecommunications Software Developer

Duties
The Telecommunications Software Developer will be responsible for designing and implementing real-time data and telecommunications software, writing applications that operate on/off the Fibernetics main metaswitch, working with VoIP switches, and interacting with the B/OSS, which is also to be developed.

Essential Knowledge and Skills

Excellent knowledge of Linux/Unix and security principles
Programming languages: C, C++, Perl,Python
Knowledge of VoIP, Network Management, Client Server, Protocol Stacks
In-Depth understanding of TCP/IP
Database storage and data models: MySQL, XML
Able to work independently and as team player

Qualifications

3+ years experience in similar role
Previous employment with a telecommunications service provider considered an asset
Demonstrated troubleshooting and diagnostic skills
College or University degree, preferably in Computer Science or Engineering
English language proficiency skills (written and oral)

Customer Service Representatives
You have a passion for world class customer service and take pride in helping out your fellow co-workers when they are faced with a difficult call. Your expertise in customer care is what makes you stand out amongst others. This position includes handling general inquiries regarding a customer’s Internet and/or Telecommunication services as well as providing assistance with escalated issues.

Inbound Sales Representatives
You are excited to share information about our competitive pricing and services to customers and wait with great anticipation for your next sign-up. Your attention to detail accompanies your willingness to help others. This position includes answering inbound sales calls for our Internet and/or Telecommunication services.

Outbound Sales Representatives
You have a love for sales! You have the desire and passion to sell over the phone and are excited to communicate the benefits and value of our services to our existing customers. You feel the need to celebrate after every call and can’t wait to see your monthly results. This position includes warm calling our customers to maintain and upgrade their current telecommunication services.

Technical Support Representatives
You strive to become an expert in VoIP, Internet, Networks, and Troubleshooting. You know what POTS is, you know what ADSL2+ is, and you understand how to fully do a TCP stack dump, trace route and format c:/. You also know what SIP, Speex, G723r8, BGP, and class C are. You love to be the ‘go-to’ person because you pride yourself in having the latest technical answers. This position includes providing technical assistance to customers with their Internet and/or Telecommunication services

Billing Representatives
You have such a strong attention to detail that you have probably already found a grammar error in this pamphlet. You also thrive off of researching and investigating problems in order to provide customers answers. You probably even keep a spreadsheet of your own personal expenditures just for fun! This position includes handling all billing inquiries and payment details on customers’ accounts.

How to apply? Please submit your resume and cover letter by eMail: careers@fibernetics.ca
(Be sure to quote the position in your subject line).

The Fibernetics Group of Companies