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Intermediate Telephony Support Specialist

by Canada Life

Reference #: 812
Position Type: Temporary, Full-time
Remote work options: No
Location: London, Ontario
Date Posted: Apr 11, 2024
Canada Life

Job Description


Temporary Full Time 




The Intermediate Telephony Support Specialist role primarily performs Business As Usual (BAU) activities in support of user requests, end-user support, billing and charge-back related activities. In this role, the Intermediate Telephony Support Specialist will work collaboratively with our business partners, other teams across Canada, and external vendors to support the current platform to continue to deliver an improved customer and employee experience. Your work activities are primarily driven by requests submitted by end-users through ServiceNow. Any additional non-BAU tasks are assigned from time-to-time in support of Voice Services activities and projects.


This is a temporary full-time posting with a projected end date of December 31, 2024.


What you will do:

The Telephony Support Specialist is expected to have competency in day-to-day administrative activities of Voice Services systems and to be able to provide tier 2 level troubleshooting and support to end-users on the following technologies:

  • Microsoft Teams Administration
  • Microsoft Teams call-flows and call queues.
  • Rogers corporate smartphone administration
  • Slido
  • Legacy Telephony. Analog lines, Toll-Free numbers, etc.


What you will bring:

  • 5+ years of relevant experience in a relevant role.
  • Knowledge of Microsoft Teams platform and Legacy Telephony software.
  • Strong analytical, quantitative, problem solving, and organizational skills, attention to detail, and ability to set priorities and meet deadlines.
  • Good interpersonal skills and a demonstrated ability to work effectively in a team environment across geographies.
  • Able to pivot and quickly change direction in response to changing priorities while effectively performing under pressure.


The base salary for this position is between  $57,300.00- $94,100.00 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.


Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.


Be your best at Canada Life- Apply today!


Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.


You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.


Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.


Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.?


We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.?


It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact


Canada Life?would like to thank all applicants, however only those who qualify for an interview will be contacted.



Application Contact Information

Company Name:   Canada Life
Company Website:
Application URL: Click here to apply online