Tier 1 Technical Support Representative

Eastlink; Summerside; On-site; CAD 26,000 - 30,000; Full time

Benefits offered by this job

Paid training

Ongoing coaching

Internal growth opportunities

Paid vacation and holidays

Health and dental benefits

Pension plan

Employee discounts

Job summary

Eastlink is seeking a Tier 1 Technical Support Representative to assist customers remotely or on-site in Dartmouth, NS, Sudbury, ON, or St. John’s, NL.

The role focuses on diagnosing technical issues across TV, internet, and phone services, delivering exceptional service, and documenting interactions for future reference. You'll work in a fast-paced environment, handle inquiries in English/French, and aim to meet performance goals.

Qualifications

• Experience in technical support, customer service, or a related field.
• Ability to troubleshoot and diagnose technical issues.
• Clear communication and rapport with customers.

Responsibilities

• Help customers with technical questions and service issues
• Use available tools to diagnose and resolve issues
• Guide customers through troubleshooting with patience and professionalism
• Accurately document customer interactions and resolutions
• Take ownership of customer concerns and work toward positive outcomes
• Manage multiple priorities in a fast-paced environment
• Work independently while contributing to team success
• Meet customer experience and performance goals

Skills

Technical support

Customer service

Troubleshooting

Communication

Problem solving

Time management

Job description

This Position Is Remote (Work-from-Home) or on-site (Dartmouth NS, Sudbury ON, or St. John’s NL)

Tier 1 Technical Support Representative (Req #3152)

Designated Office 33 Alderney Drive
Dartmouth, NS
B2Y 2N4

At Eastlink, great customer experiences start with great conversations. As a Tier 1 Technical Support Representative (English/French), you'll be a trusted resource for our customers when they need help the most. You'll troubleshoot technical issues, provide solutions, and deliver an exceptional customer experience across a variety of products and services. No two interactions are the same, so every day brings a new opportunity to learn, solve problems, and make an impact!

What You'll Be Doing

• Help customers with technical questions and service issues
• Use available tools to diagnose and resolve issues
• Guide customers through troubleshooting with patience and professionalism
• Accurately document customer interactions and resolutions
• Take ownership of customer concerns and work toward positive outcomes
• Manage multiple priorities in a fast-paced environment
• Work independently while contributing to team success
• Meet customer experience and performance goals

What We're Looking For

• Enjoy solving problems and learning new technology
• Communicate clearly and build rapport with customers
• Bring a positive attitude and customer-first mindset
• Are reliable, accountable, and detail-oriented
• Have experience in technical support, customer service, or a related field
• Have call centre experience and are comfortable working toward performance goals
• Have knowledge of Internet, TV, mobile, telephone, or security technologies (an asset)
• Are available to work a flexible schedule, including evenings and weekends

About Eastlink

Eastlink is proudly family-owned and headquartered in Halifax, Nova Scotia. After more than 50 years, we’ve grown from a small-town startup into one of Canada’s Best Managed companies without losing our entrepreneurial edge. We move fast. We try new things. We care about doing right by our customers, and we’re not afraid to take a different approach to make that happen.

Why Work with Us

We could say we’re not your typical telecom, but what makes us different is how we operate day to day. At Eastlink, we’re a tight-knit team all working toward common goals. We’re big enough to do meaningful work, but small enough that you can actually make your mark. You won’t get stuck waiting for layers of approval or years of tenure to make an impact! We believe in getting involved, speaking up, and figuring things out together. We’re always listening, learning, and adapting because our customers (and our people) expect us to. And just like we invest in our network, we invest in you, with intention and for the long run.

When You Join Eastlink, You'll Enjoy

• Starting rate of $19.52/hour plus annual variable pay
• Paid training and ongoing coaching to support your success
• Opportunities for internal growth and promotion
• Paid vacation and holidays
• Comprehensive health and dental benefits
• Pension plan
• Employee discounts on Eastlink products and services

We are committed to building a workplace where everyone feels they belong. We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process