Inbound Customer Service Representative - On-Site

NTT DATA North America; Ottawa; On-site; CAD 22,041 - 30,307; Full time

Job summary

NTT DATA North America is seeking an Inbound Customer Service Representative in Ottawa to support telecom customers with internet, Wi‑Fi, and home connectivity inquiries. The role emphasizes clear, friendly, and accurate assistance while maintaining professionalism and empathy. Hours are Tuesday to Sunday, 9:00am–8:00pm EST.

Rate of pay is $19.00 per hour. A minimum of 1 year in customer service is required, with high school diploma or equivalent.

Qualifications

• High School Diploma required.
• Minimum 1 year of customer service experience.
• Call centre or technical support experience is an asset.
• Basic understanding of internet and Wi‑Fi concepts or willingness to learn.
• Ability to explain technical steps in simple, friendly language.
• Ability to navigate multiple systems and multitask during calls.
• Patient, solution‑oriented, and able to stay calm under pressure.
• Reliable, punctual, and metric‑driven.

Responsibilities

• Answer inbound calls from clients regarding internet, Wi‑Fi, modem, and account questions.
• Perform mild troubleshooting and guide customers through modem resets and basic Wi‑Fi settings.
• Explain plans, billing, usage, equipment, and service features clearly.
• Create and update customer accounts, service tickets, and CRM documentation.
• Educate customers on self-service tools and improving home Wi‑Fi performance.
• Maintain professionalism and empathy during interruptions or frustration.
• Coordinate with technical support or field technicians when escalation is needed.

Skills

Strong communication skills

Multitasking

Patient

Solution oriented

Reliability

Punctual

Familiar with US customers (asset)

Education

High School Diploma

Tools

CRM systems

Job description

Req ID: 384712

With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.

A Career at NTT DATA Means:

• Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
• Being part of a global organization where you can BELONG - in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
• Belonging to a team where you can make a DIFFERENCE - to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
• Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Comprehensive benefits package (medical, vision, and dental)
• Employee Assistance Program
• RRSP program options
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Position Overview:

The Inbound Customer Service Representative supports customers of a telecom provider by handling inquiries about account related questions for internet, Wi‑Fi, and home connectivity services. This role focuses on delivering clear, friendly, and accurate assistance while maintaining professionalism and empathy. This role focuses on delivering clear, friendly, and accurate assistance.

Position: Inbound Customer Service Representative

Position Location: Ottawa – 2175 Robertson Rd, Nepean, ON K2H 5Z2

Hours of Work: Tuesday‑Sunday, 9:00am – 8:00pm EST

Rate of Pay: $19.00/Hr

Responsibilities:

• Answer inbound calls from clients regarding internet, Wi‑Fi, modem, and account related questions.
• Perform mild troubleshooting, such as guiding customers through modem resets, checking connections, verifying outages, and reviewing basic Wi‑Fi settings.
• Provide clear explanations of plans, billing, usage, equipment, and service features.
• Create and update customer accounts, service tickets, and documentation in CRM systems.
• Educate customers on self-service tools, equipment care, and tips for improving home Wi‑Fi performance.
• Maintain professionalism and empathy, especially when assisting customers experiencing service interruptions or frustration.
• Coordinate with technical support teams or field technicians when issues require escalation.

Requirements:

• High School Diploma Required.
• A minimum of 1 year experience in customer service is required.
• Previous experience in a call centre or technical support environment is an asset.
• Basic understanding of internet and Wi‑Fi concepts (modems, routers, signal strength) or willingness to learn.
• Strong communication skills with the ability to explain technical steps in simple, friendly language.
• Comfortable navigating multiple systems and multitasking during calls.
• Patient, solution-oriented, and able to remain calm under pressure.
• Reliable, punctual, and able to work in a metric‑driven environment.
• Familiarity with servicing customers in the United States is an asset.

Inclusion. Belonging.

Unleashing the power of being unique.

We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

At NTT DATA what you do matters. Because here YOU can.