Iristel is Canada’s largest and fastest growing carrier. We’re committed to changing the way people communicate, and improving the way they work — connecting employees, devices and applications, to support greater collaboration and better performance.

Founded in 1999, Iristel operates one of Canada’s largest facilities-based voice networks extending coast to coast to coast. Iristel offers a host of communication services, such as, cloud voice and carrier services, as well as a suite of services both domestically and internationally. These include wholesale voice, data, 911, SMS and platform services that are supported by Iristel’s unified VoIP and GSM networks. 

It is the majority owner of Ice Wireless, a facilities-based mobile network operator that delivers state-of-the-art 3G/4G/LTE-A technology to rural and remote areas in Canada’s North.

Iristel’s success is based on its vision, experience and expertise. The company has evolved from a small start-up to an international telecommunications service provider and today is an industry leader setting the course for tomorrow’s new and exciting wireless IP services.

Current openings

Iristel is looking for a full-time mid-senior level Customer Service - Technical Support Manager. This position directs the team of technical support agents to ensure smooth and efficient support operations for all Iristel Enterprise and residential products. He plans, organizes, coordinates and controls all technical support activities. He defines and tracks key performance indicators (KPIs) for his team. He contributes to the definition of company policies and procedures and oversees their uniform application. He ensures the team’s ability to respond to customer needs and work dynamics are maintained at all times. He also ensures the team provide adequate support to sales efforts. He leads the customer service support improvement initiatives for business telephony.
Duties and Responsibilities:
  • Developing project scopes and objectives, involving all relevant stakeholders to determine current and future states for implementations
  • Develop detailed project plans; define key milestones to facilitate progress reporting
  • Coordinate internal resources and third parties/vendors for the execution of projects
  • Ensure that all projects are delivered on-time, within scope and within budget; report and escalate to management as needed
  • Manage changes in project scope, schedule and costs in accordance with internal PMO policies and procedures
  • Track and periodically report project progress, issues and risks to management
  • Manage the relationship with the clients, stakeholders and third parties/vendors
  • Create and maintain comprehensive project documentation
  • 5 to 10 years of experience in business telephony, telecommunications and team management
  • 5 to 10 years of experience in customer technical support
  • Good understanding of the core technologies DSL, Voice/VOIP, SIP, PTP, Ethernet, MPLS-TP, QoS, VPN, routing, HTTP, DNS, etc., and Cyber Security protection of communication networks
  • Good understanding of Operating Systems, such Linux, VMware…
  • Bilingual, French and English
  • Project management experience
  • Creative problem resolution thinking
  • Proficiency with commonly used IT tools and applications
  • Responsible, organized, motivated individual
  • Bachelor's Degree in computer science, College diploma in relevant technical field or equivalent work experience.
The technical Support team, part of the IT Operations department, is the first touch point with VoIP and Wireless customers, offering assistance with any technical issues related to their products and services. Reporting into the Director of operations, the team is responsible to ensure end to end documentation and resolution of reported technical issues. The team members actively engage in troubleshooting and issues fixing, and coordinate actions of other internal teams or specialists where required. They are primary respondents for all technical support queries received by email as well as inbound support calls relayed by the call center.
Key Responsibilities:
  • Offer support over the phone and via email for technical issues resolution using all the available tools
  • Document all the interactions with a customer in the appropriate systems, according to the department’s procedures and response times
  • Offer assistance to stores staff when they have customers in store seeking resolution of technical issues
  • Escalate situations with a high level of difficulty to NOC or Wireless Back Office teams; coordinate actions required by other teams (LNP, provisioning, NOC, WBO) when required. Document and assign tasks and trouble tickets in accordance with technical support guidelines
  • Comply with the schedule created by the Manager, the breaks and lunch time and announces any changes in advance, according to the internal procedures
  • Perform all duties in compliance with the rules and regulations included in the Company’s Code of Conduct
  • 1 – 2 years’ experience in IT Operations/technical support role
  • Basic knowledge of network routing and switching technologies and protocols
  • Experience with various equipment, including routers, switches and firewalls
  • Basic understanding of IP telecommunications technologies
  • Basic Understanding of SIP Protocol and network troubleshooting tools such as Wireshark
  • Fluent in both English and French, oral and written
  • Technical degree in IT or equivalent experience
  • Working knowledge of SIP Protocol and network troubleshooting
  • Ability to cope with difficult customer situations
  • Ability to adapt to diverse people, cultures and nationalities
  • Team player with excellent relationship building, communication and documentation skills
  • Flexible and able to multi-task in a dynamic and fast-pace environment
  • STRONG desire to learn and grow with the organization
Other requirements:
  • Possibility to work on shifts and week-ends
Reporting into the Director of operations,  the provisioning team, part of the IT Operations department, is the first line team involved in the initial setting up/configuring customer accounts and services and subsequent maintenance and evolution of these configurations. The provisioning team is also actively involved in the support chain for the investigation of configuration and setup related issues in collaboration with the other operations departments.
Key Responsibilities:
  • Configure new accounts (in CRM, MIND, Broadsoft, XMedius, EspressoDID or other external portals if needed, configuring hardware on ZTP or INOC
  • Identifying personalized solutions according to customer’s needs
  • Coordinates with other departments I order to obtain necessary information for account activation (Customer Care, Sales, LNP)
  • Follows up with the customers after the account is activated and makes sure the service is working properly as per the customer’s request
  • Coordinate with external ISP vendors for DSL installation process between the end user and the technicians.
  • Communicate with ISP vendor to gather more information around issues with the DSL installation after the technician’s visit and advise the customer accordingly.
  • Communicate with the customers to gather missing information necessary for provisioning their account, to discuss installation details and installation date for DSL service, clarify the account’s configuration.
  • Offer support to end users and resellers over the phone and via email for troubleshooting configuration and setup issues resolution using all the available tools, including the different portals from our business partners (SOMOS and Verizon for ordering and managing Toll Free numbers, Bell Portal for DSL installations, Voxbone for international numbers).
  • Offer assistance to customers for modifying configuration for existing accounts, adding or removing features, adjusting their service as per the customer’s request, and document all the interactions in the appropriate systems
  • Offer assistance to other operations department seeking provisioning support for the troubleshooting and or resolution of issues
  • Document and assign tasks and trouble tickets in accordance with operational troubleshooting guidelines
  • Comply with the schedule created by the Manager, the breaks and lunch time and announces any changes in advance, according to the internal procedures
  • Perform all duties in compliance with the rules and regulations included in the Company’s Code of Conduct
  • 1 year of experience in a telecom provisioning role, or minimum 2 years of experience in a telecom related customer service role
  • Experience with various telecom service provisioning, account configuration and CRM platforms (Microsoft Dynamics CRM, CISCO Broadworks, Mind, Bell DSL Portal, etc)
  • Working knowledge of commonly used Microsoft office desktop applications (Excel, Word, Power Point, Outlook)
  • Fluency in both English and French, oral and written (preferred)
  • Ability to cope with difficult customer situations
  • Ability to adapt to diverse people, cultures and nationalities
  • Team player with excellent relationship building, communication and documentation skills
  • Flexible and able to multi-task in a dynamic and fast-pace environment
  • STRONG desire to learn and grow with the organization
Other requirements:
  • Possibility to work on shifts and weekends
Our team is growing at Iristel and we are currently seeking a highly motivated Sales Account Manager to join our team! You will play a critical role within our organization by resolving customers queries and offer solutions to drive company revenue. You will have the opportunity to join an organization which is incredibly fast paced and exciting with the mindset to provide best in class solution to the Business community.
This role offers tremendous visibility, growth potential and is designed for someone who is innovative and who possess a drive to succeed. You will have an opportunity to initiate, build and maintain B2B relationships.
  • Present and sell company products and services to new and existing customers
  • Prospect and contact potential customers
  • Partner and execute on leads generation program
  • Reach agreed upon sales targets by the deadline
  • Resolve customer inquiries and complaints
  • Set follow-up appointments to keep customers aware of latest developments
  • Leverage or create sales material to present to customers following company brand guidelines
  • Previous 3+ yrs. experience in B2B sales
  • Good knowledge & experience of Telecommunication industry
  • Familiarity with CRM platforms
  • Ability to build rapport with clients
  • Capabilities to customer prospect and funnel development
  • Strong negotiation skills
  • Excellent ability to work as a team player
  • Self-motivated with the drive to succeed
  • Always doing what’s best for customer and company
  • Deadline and detail-oriented
  • Office suite efficiency - Word, Excel, Power Point
  • Understanding of social media platforms
Work Conditions:
  • Work at your own pace with minimal supervision
  • Ability to work from home
  • Act as main point of contact between client and provider
  • Place that has a great understanding of work life balance
  • Flexible schedule
Compensation & Additional pay:
  • Competitive annual salary
  • Bonus pays
  • Uncapped Commission pays
  • Dental care
  • Extended health care
  • Flexible schedule
  • Life insurance
  • On-site parking
  • Vision care
  • Work from home
  • 8 hour shift
  • Monday to Friday
  • Overtime when required
  • Weekends when required
COVID-19 considerations:
  • Always following current province guidelines and ensure all common areas are sanitized daily.
Willingness to travel:
  • 50% (required)

At Iristel, diversity is part of our core values and beliefs. We are committed to inclusion and equal opportunities for all qualified candidates, regardless of culture, race, color, age, disability or any other personal differences. We strive to create a diverse workforce that represents both our customers and the communities we serve in, putting us in a unique position to understand and deliver on the needs of our customers and partners.

Please ensure before applying to visit our website and learn more about our company! We look forward to hearing from you soon!