Inbound Internet & Wi‑Fi Support Specialist

NTT DATA, Inc.; Ottawa; On-site; CAD 22,041 - 30,307; Full time

Job summary

NTT DATA Services in Ottawa is seeking an Inbound Customer Service Representative to assist telecom customers with internet, Wi‑Fi, and home connectivity questions. You will deliver clear, friendly, and accurate assistance while maintaining professionalism and empathy.

The role requires a high school diploma and at least 1 year in customer service; training on self‑service tools and CRM is provided. Hours are Tue-Sun, 9:00am–8:00pm EST, with a pay rate of $19 per hour.

Qualifications

• High School Diploma Required.
• Minimum 1 year experience in customer service.
• 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.

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.

Education

High School Diploma

1 year customer service experience

Call centre or technical support experience

Basic understanding of internet and Wi-Fi concepts

Strong communication skills

Tools

CRM systems

Job description

NTT DATA Services in Ottawa is seeking an Inbound Customer Service Representative to assist telecom customers with internet, Wi‑Fi, and home connectivity questions. You will deliver clear, friendly, and accurate assistance while maintaining professionalism and empathy.

The role requires a high school diploma and at least 1 year in customer service; training on self‑service tools and CRM is provided. Hours are Tue-Sun, 9:00am–8:00pm EST, with a pay rate of $19 per hour.