Fiber Tech Support Specialist – Residential & Business

Canadian Fiber Optics; Calgary; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Commission-based compensation

Learning opportunities

Safe work environment

Job summary

Canadian Fiber Optics Corp. is seeking a technically skilled Technical Support Representative to handle front-line support for residential and business customers across internet, Wi-Fi, IPTV, and voice services.

You will diagnose issues, document resolutions, and contribute to a positive customer experience in a fast-paced environment. The ideal candidate has 3+ years in a similar role, strong troubleshooting, and excellent communication skills.

Qualifications

• Minimum 3 years experience in a similar role.
• Experience supporting Internet, Wi-Fi, IPTV, and telecommunications services.
• Strong troubleshooting and problem-solving abilities to resolve connectivity issues.
• Experience in technical support, customer service, telecommunications, or call centers.
• Excellent verbal and written communication, ability to explain technical concepts clearly.
• Strong organizational skills and ability to manage multiple tasks.
• Attention to detail and precise documentation.
• Ability to work independently and in a team.
• Adaptable to changing technologies and processes.
• Knowledge of fiber optic infrastructure or networking is a plus.

Responsibilities

• Provide technical support to residential and business customers via phone, email, and chat.
• Diagnose and troubleshoot internet, Wi-Fi, IPTV, and connectivity issues using internal systems and remote tools.
• Escalate complex issues to internal teams and document follow-up.
• Assist with account management including activations, upgrades, billing, payments, and changes.
• Support retention by addressing concerns and offering suitable service options.
• Handle delinquent accounts with professional empathy and payment arrangements.
• Educate customers on products, equipment, and best practices.
• Document interactions and resolutions in CRM and ticketing systems.
• Follow up on open issues to ensure timely resolution.
• Stay updated on products, network updates, promotions, and technologies.
• Meet/exceed performance metrics for customer satisfaction and resolution times.

Skills

Technical troubleshooting

Customer service

Communication skills

Documentation

Organizational skills

Tools

CRM systems

Ticketing systems

Job description

Canadian Fiber Optics Corp. is seeking a technically skilled Technical Support Representative to handle front-line support for residential and business customers across internet, Wi-Fi, IPTV, and voice services.

You will diagnose issues, document resolutions, and contribute to a positive customer experience in a fast-paced environment. The ideal candidate has 3+ years in a similar role, strong troubleshooting, and excellent communication skills.