Customer Service Support

Consolidated Communications; Halifax Regional Municipality; Remote; CAD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking dedicated support representatives to provide exceptional telephone assistance for both residential and commercial customers. This role involves troubleshooting service issues, guiding customers through software and hardware compatibility, and maintaining accurate support records. With a focus on delivering an outstanding customer experience, you will collaborate with various departments to resolve inquiries efficiently. This position offers the flexibility of remote work while ensuring you have the resources to thrive in a fast-paced environment. Join a company that values its employees with a comprehensive benefits package and opportunities for professional growth.

Benefits

401(k) matching

Medical, Rx, Dental, and Vision insurance

Disability insurance

Flexible spending and health savings accounts

Life insurance

Tuition reimbursement

Paid vacation, personal days, and holidays

Employee Assistance Program

Annual bonus based on organizational performance

Qualifications

• 6 months of phone support experience preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Provide phone support for residential and commercial customers.
• Troubleshoot service problems and assist customers.

Skills

Customer Service

Verbal Communication

Written Communication

Problem-Solving

Technical Support

Education

High School Diploma/GED

Tools

Trouble Ticket Tracking Software

Job description

Major Duties

Classification: Non-Exempt / Non-Bargaining

Position may be located remotely in Texas, Illinois, Minnesota (within 90 miles of an office).

Primary responsibilities include providing telephone support for hardware and software to new and existing residential & commercial Voice, Internet, WAN & Cloud subscribers, assisting prospective subscribers with questions about service offerings and compatibility, and maintaining customer support databases and support materials.

Reports for work remotely from their primary residence, subject to change based on business needs.

Responsibilities

• Provide phone support for residential and commercial customers in a 24x7 environment.
• Troubleshoot service problems and assist customers in connecting to CCI's network.
• Work with multiple software systems containing customer information.
• Log steps taken into trouble ticket tracking software.
• Collaborate with other departments to resolve customer issues promptly.
• Assist customers with questions regarding Internet service, software, and hardware compatibility.
• Maintain knowledge of all products, procedures, and service initiatives.
• Ensure an excellent customer experience.
• Respond to support emails, faxes, and handwritten communications.
• Keep updated with technical knowledge.

Qualifications

• HS diploma/GED required.
• 6 months of phone support experience preferred.
• Experience in customer service preferred.
• Excellent verbal and written communication skills.
• Strong listening skills and ability to ask probing questions, understand concerns, and overcome objections.
• Strong work ethic, self-starter, able to manage multiple priorities, and adapt quickly.
• Professional and friendly attitude with ability to develop rapport over the phone.
• Ability to learn and navigate new software quickly.
• Reliable internet connection.
• Secluded office space.

Benefits Offered

We offer a comprehensive benefits package including:

• 401(k) matching
• Medical, Rx, Dental, and Vision insurance
• Disability insurance
• Flexible spending and health savings accounts
• Life insurance
• Tuition reimbursement
• Paid vacation, personal days, and holidays
• Employee Assistance Program
• Annual bonus based on organizational performance

Equal Opportunity Employer

All qualified applicants will receive consideration regardless of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status, or any other protected characteristic.