Sales / Customer Support Executive

Pathway Communications; Markham; On-site; CAD 20,457 - 29,136; Part time

Job summary

Pathway Communications is seeking a Customer Success & Sales Associate in Markham, Ontario. This role focuses on ensuring customer satisfaction through client engagement and solution selling in telecom. Candidates should have a minimum of 2 years’ experience in a call center or sales setting, strong verbal and written communication skills, and proficiency in CRM systems. The position requires working onsite full-time, contributing to customer support and service delivery, and staying updated on telecom products and market trends.

Qualifications

• Minimum 2 years of experience in a call center or sales environment within IT or Telecom.
• Experience with ticketing tools and CRM systems.
• Proven experience in cold calling, upselling, and cross-selling.

Responsibilities

• Collaborate with the client’s sales team to understand customer needs.
• Act as the first point of contact for customer inquiries and issue resolution.
• Maintain up-to-date knowledge of telecom products and market trends.

Skills

Customer handling

Problem-solving skills

Communication skills

Sales experience

Technical explanation

Multitasking

Tools

CRM systems

Ticketing tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

Location: Onsite – 95 Apple Creek Blvd., Markham
Employment Type: Independent Contractor
Hourly Rate: $18/hour
Working Hours: 9:00 AM – 5:00 PM
Language Requirement: English

Role Overview

We are seeking a customer-focused and results-driven Customer Success & Sales Associate with experience in telecom or IT environments. This role combines client engagement, solution selling, and customer service to ensure a seamless customer experience from onboarding through ongoing support.

Key Responsibilities

Client Engagement & Solutioning

• Collaborate with the client’s sales team to understand customer needs and recommend suitable telecom solutions
• Prepare and deliver product presentations, demos, and tailored proposals
• Respond to customer inquiries with accurate and timely information
• Work with technical teams to ensure solution feasibility and customization

Customer Success & Service Delivery

• Act as the first point of contact for customer inquiries, service requests, and issue resolution
• Manage onboarding of new customers and coordinate with internal teams
• Track accounts, monitor service requests, and ensure SLA compliance
• Handle escalations professionally to ensure timely resolution and satisfaction
• Gather and share customer feedback to enhance service quality and offerings

Market & Product Knowledge

• Maintain up-to-date knowledge of telecom products, technologies, and market trends
• Provide insights on customer needs and competitive positioning to internal teams

Qualifications & Skills

• Minimum 2 years of experience in a call center or sales environment within IT or Telecom
• Experience with ticketing tools and CRM systems
• Proven experience in cold calling, upselling, and cross-selling
• Strong verbal and written communication and presentation skills
• Ability to explain technical solutions to non-technical clients
• Strong customer handling and problem-solving skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Ability to multitask, prioritize, and manage time in a fast-paced environment
• Punctual and able to work onsite full-time (9 AM – 5 PM)