Technical Customer Service Representative (Remote)

Intello Technologies Inc.; Toronto; Remote; CAD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Customer Service Representative, where your passion for technology and customer support can shine. In this dynamic remote role, you'll be the first point of contact for customers, helping them navigate their technical issues with patience and expertise. With a focus on delivering top-notch service, you'll work collaboratively with a dedicated team to ensure customer satisfaction. This is an exciting opportunity to be part of a growing organization that values innovation and personal touch in telecommunications. If you thrive in a fast-paced environment and enjoy solving problems, this role is perfect for you.

Qualifications

• 1-3 years’ experience in customer service, ideally in technical support.
• Understanding of cable and internet technologies and troubleshooting.

Responsibilities

• Provide exceptional technical support to customers via calls.
• Configure and troubleshoot home networks and equipment.

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

Attention to Detail

Time Management

Network Troubleshooting

Self-Motivation

Education

High School Diploma

Tools

Home Networking Equipment

Computer Configuration Tools

Job description

Technical Customer Service Representative (Remote)

Location: Toronto, ON, CA, M5J 2V5 London, ON, CA Hamilton, ON, CA Mississauga, ON, CA

Jobs by Category: Contact Centre

Job Function: Customer Service

Status: Full Time

Schedule: Regular

Description

Who we are:

Are you ready to be part of an exciting integration that's shaping the future of telecommunications? Start.ca, a division of TELUS Communications, is seeking talented individuals to join our team as we embark on a new chapter.

Since 1995, Start.ca has been a cornerstone of internet, TV, and home phone services in Ontario, renowned for our exceptional customer support and reliable services. Now, as we deepen our integration with TELUS, we're expanding our offerings to include Koodo and TELUS mobility options, creating a comprehensive suite of communication solutions for our customers.

This integration presents a unique opportunity for passionate professionals to contribute to our growth, innovation, and continued commitment to delivering top-notch services with a personal touch. If you're excited about the prospect of working at the intersection of established excellence and cutting-edge telecommunications, we want to hear from you.

Here’s the impact you’ll make and what we’ll accomplish together:

As a Technical Customer Service Representative on the Start.ca team, you will take on the rewarding role of supporting our customers in a dynamic environment. Your primary responsibility will be helping customers solve their technology issues.

What you’ll do in this role:

• Answer incoming calls to provide exceptional technical support to customers, promptly addressing their requests.
• Make outbound calls to follow up on ongoing technical concerns.
• Configure equipment, help, configure and troubleshoot home-networks, and provisioning for most customer premise equipment.
• Respond courteously and professionally to our customers’ requests.
• Maintain impeccable attention to detail while managing account updates.
• Work with the broader team to track and manage reliability metrics.

Qualifications

What you bring:

• This remote position requires a home office location with reliable internet connection.
• You’re someone who genuinely enjoys interacting with other people and helping to resolve their issues.
• 1-3 years’ experience in a customer service, ideally in a technical support role.
• Experience with computers and configuration.
• Excellent verbal and written communication, with a positive, collaborative and friendly attitude.
• Understanding of cable and internet technologies and troubleshooting experience.
• Motivated to learn new network monitoring systems and tools needed to troubleshoot internet, TV, network and email products.
• Ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines, whilst retaining a great sense of humor.
• Knowledge of wireless routers and other hardware equipment.
• Self-motivated, works well with minimal or no direct supervision.
• Understanding of LAN & WLAN networks.
• High School Diploma and Proficiency in English (written and verbal).
• This position requires flexible availability for shifts 7 days/week, on-call rotation (Our current hours of 8:00am-9:00pm Eastern Time; however, this is subject to change in the future).

Great-to-haves:

• Experience with digital cable TV, phone, internet, cellular networks.
• Call center experience, ideally with practical understanding of the (de) escalation process.
• Bilingual in French or additional languages is an asset.

A bit about us:

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Contact Centre

Do you live, breathe, and sleep customer care? We do – every single one of us. We understand what a great customer experience is.

We are honoured to be recognized:

1.16 million
TELUS TV customers

15.5 million
Residential and wireless subscribers

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.