Technical Support Representative (NB)

Connex Telecommunications Inc.; Canada; Hybrid; CAD 21,000 - 25,000; Full time

Benefits offered by this job

Team environment

Career advancement

Training provided

Benefits after 6 months

Equipment provided

Potential bilingual opportunities

Job summary

Connex Telecommunications Inc. is seeking a Technical Support Representative to field inbound calls from Internet, Digital Phone and Cable TV subscribers, guiding them through troubleshooting or dispatching a technician as needed.

The role emphasizes growth, ongoing coaching, and a supportive team environment with rotating shifts and the potential for bilingual enhancement.

Qualifications

• Minimum 1-year customer service experience preferred.
• Ability to receive and implement ongoing feedback/coaching.
• Exceptional customer service and phone etiquette.

Responsibilities

• Provide exceptional customer service and problem solving by responding to inbound calls.
• Resolve technical issues related to internet, cable TV and digital phone.
• Assist basic computer users with patient, clear guidance.
• Demonstrate empathy and active listening in a non-scripted environment.
• Work in a fast-paced, high-volume setting and adapt to change.
• Multitask across several Windows apps to verify information and resolve issues.
• Meet performance goals for call time, accuracy, quality and satisfaction.

Skills

Customer service

Communication

De-escalation

Multitasking

Typing

Tools

Windows applications

PC setup

Job description

Posted Tuesday, September 1, 2026 at 4:00 AM

Connex Telecommunications Inc. (DependableIT) is a growing outsourcing company, where we strive to provide outstanding customer service to our customers, as well as a fun and supportive environment for our employees. We know that our employees are our greatest asset. Our commitment to our employees equals our commitment to our customers; we are passionate about providing the best employee experience possible through dedicated coaching, feedback and ongoing development.
We are currently recruiting our next class of team members to join our Technical Support team. As a Technical Support Representative, you’ll be responsible for fielding incoming calls from Internet, Digital Phone and Cable TV subscribers, addressing and resolving their technical concerns. Your assistance will involve guiding them through step-by-step troubleshooting procedures via phone communication or coordinating the dispatch of a technician to their residence for hands-on resolution.
The ideal candidate for this position possesses the following characteristics: They are hungry for growth and committed to ongoing learning, self-fulfillment, health, and happiness. They work to drive limitless improvement and innovation, while sharing ownership and leading by example at every step. They support, value, and respect every team member with open communication, equal opportunity and positivity to achieve goals together.

Schedule Availability:

Mon-Sun between hours of 7am - 11:00pm (Rotating shifts)

Wage:

$16.00/Hour

Office Location:

Work from home (In-office work available)

What We Have to Offer:

• An amazing team of coworkers and support staff.
• A fun work culture that appreciates you.
• Ongoing development and career advancement – We promote from within; advance your career through your actions!
• Performance-based wage increases every 6 months.
• Medical, Dental and Vision Benefits after 6 months.
• All training and equipment will be provided by Connex.
• Additional earning opportunities possible for English/French bilingual

Working as a Technical Support Representative, You Will:

• Provide exceptional customer service and problem solving by responding to inbound calls
• Resolve technical issues associated with customer's internet connection, cable TV and digital phone
• Have the ability to work with basic computer users who require assistance from agents who are patient and are strong communicators
• Be an active listener who can show empathy and patience in a non-scripted environment
• Work in a fast paced, high volume, environment
• Be comfortable with change
• Multitask efficiently using several Windows applications simultaneously to verify customer information, determine the root cause of any issue and provide the proper resolution
• Achieve performance goals for call time, accuracy, quality, de-escalation, and customer satisfaction

Working as a Technical Support Representative, You Should Have:

• A Passion for helping people.
• Stellar attendance and punctuality are a must.
• Minimum 1-year customer service experience preferred.
• Ability to receive and implement ongoing feedback/coaching.
• Exceptional customer service and interpersonal phone etiquette skills.
• Comfortable with technology, the Internet, Windows, and competent typing skills.
• Ability to successfully employ de-escalation strategies.
• Strong oral/written communication skills.
• Must be results-oriented.
• Motivated to be a consistent performer.
• Flexibility in scheduling availability between 7 am and 11:00 pm Mon-Sun

Additional information:

• Candidates must be legally able to work in Ontario, Canada.
• Candidates should not be convicted of a criminal offense for which a pardon has not been received.
• Must have a reliable and consistent internet connection and be able to hardwire the provided work router and PC into their home network.
• AI may be used to support the review of job postings for clarity, bias, and compliance.
• AI does not replace human review or approval.
• All final decisions and accountability remain with designated personnel.
• Successful candidates may be required to provide a picture of their at-home work environment that provides: An enclosed work area or private work area, a proper work desk and chair, and adequate lighting