On-Site Customer Service Representative

NTT DATA, Inc.; Ottawa; Hybrid; CAD 22,000 - 31,000; Full time

Benefits offered by this job

Equipment provided

Paid training

Benefits package

RRSP options

Disability coverage

Rewards program

Career advancement

Job summary

NTT DATA is seeking an Inbound Customer Service Representative to support telecom customers from Ottawa. You will handle inquiries about internet, Wi‑Fi, and home connectivity, delivering clear, friendly guidance and maintaining professional empathy.

Roles include basic troubleshooting, account creation, and CRM ticket updates. The position requires a High School Diploma and at least one year in customer service, with a hybrid work model and a pay rate of $19.00 per hour.

Qualifications

• High School Diploma required.
• At least 1 year in customer service.
• Call centre or technical support experience is a plus.
• Basic internet/Wi-Fi knowledge; eager to learn.
• Strong communication; explain technical steps in simple terms.
• Multitask across systems; patient and calm under pressure.
• Reliable, punctual; able to work in a metric-driven environment.
• Familiarity with servicing US customers is a plus.

Responsibilities

• Answer inbound calls about internet, Wi-Fi, modem, and accounts.
• Troubleshoot basic connections and Wi-Fi settings.
• Explain plans, billing, usage, and service features.
• Create and update CRM tickets and documentation.
• Educate customers on self-service tools and home Wi‑Fi tips.
• Maintain professionalism during interruptions and escalations.
• Escalate issues to technical support when needed.

Job description

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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
• Virtual paid training
• 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. ‑Fi, and home connectivity services. This role focuses on delivering clear, friendly, and accurate assistance

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

Hours of Work: Monday-Sunday, 10:00am – 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 one year’s 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.

Working From Home Requirements:

• High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
• A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
• You must be connected via Ethernet port and not by Wi-Fi.
• Ability to download and use the Google Authenticator app.
• Must have IOS 11 or Android version 10 (or newer).

This job posting is for active vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.

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 .

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