Technical Service Representative (Full-Time)

eBrandon; Brandon; On-site; CAD 45,000 - 55,000; Full time

Job summary

A leading communications provider in Canada is seeking a Technical Service Representative to assist customers with issues related to phone, internet, and cable television services. The ideal candidate will have at least one year of post-secondary education in a related field and experience in customer service and troubleshooting. This role requires proficiency in Microsoft Office 365 and the ability to work flexible hours. Competitive compensation and comprehensive benefits are offered.

Benefits

Competitive compensation package

Comprehensive group benefits plan

Learning and Development initiatives

Qualifications

• Minimum one-year experience in problem solving and troubleshooting.
• Experience in customer service both over the phone and face-to-face.
• Proficiency with Microsoft Office 365 (Outlook, Word, Excel, SharePoint, OneDrive).

Responsibilities

• Assist customers in resolving phone, internet, and cable television related issues.
• Respond to customer inquiries from multiple sources such as chat and social media.
• Create and update documentation for every customer interaction.
• Maintain knowledge of services and hardware to efficiently resolve issues.

Skills

Problem solving

Customer service

Troubleshooting

Proficiency with Microsoft Office 365

Knowledge of TCP/IP Networking

Education

Minimum one-year post-secondary education in electronic technology

Job description

Technical Service Representative (Full-Time)

WESTMAN COMMUNICATIONS GROUP (Westman) is seeking applications from energetic, highly motivated individuals to become part of our growing team!

Westman is an industry-leading communications provider based in Brandon MB, offering residential and commercial High-Speed Internet, Digital TV, and Phone services in communities across Manitoba. Established in 1977, as a locally owned and operated cooperative, Westman is dedicated to delivering competitive and innovative services, providing an exceptional member experience, and supporting the communities we serve.

What we have to offer:

• Competitive compensation package.
• Comprehensive group benefits plan (extended health; life; dental; vision; GRRSP; and health and wellness).
• Various Learning and Development initiatives, and opportunities to grow within our team!
• Opportunity to participate in company events and activities and enjoy our company perks!

What you'll do:

• Assist Westman customers in resolving phone, internet, and cable television related issues/problems.
• Respond to customer inquiries from multiple sources, such as support chat, social media, email, telephone, as well as face to face.
• Create and update documentation for every customer interaction.
• Provide an exceptional internal and external customer experience.
• Coordinate tasks and maintain effective communication with other departments.
• Ensure the Key Performance Indicators directed at customer experience are achieved.
• Follow troubleshooting steps to resolve issues; escalating to Tier 2 support, technicians, or the Manager when necessary.
• Prepare replacement equipment for customer pickup, as necessary.
• Maintain knowledge of Westman services and hardware to efficiently resolve customer issues.

What you'll bring to the team:

• Minimum one-year of post-secondary education in computer, electronic technology, or a related field.
• Minimum one-year experience in problem solving & troubleshooting, documentation, and customer service (both over the phone and face-to-face).
• Proficiency with Microsoft Office 365 Office (Outlook, Word, Excel, SharePoint, OneDrive).
• Knowledge of TCP/IP Networking relative to home networking and troubleshooting DOCSIS cable modem services.
• Must be willing and able to work flexible hours and shifts (days, evenings, weekends).

DEADLINE FOR APPLICATIONS: This position is open until filled.

Apply today to join our team at WCG's Career Page and begin your exciting career journey with us!

As an equal‑opportunity employer, we are committed to an inclusive and barrier‑free environment at Westman Communications Group and encourage applications from all qualified individuals. If you require a reasonable accommodation at any point during recruitment process or would like to request this posting in an alternate format, please indicate by emailing [e-mail] of the accommodation requirements. While we thank each applicant for their interest, only selected candidates will be contacted.