Tier 1 - Customer Experience Representative

Moby•Calgary, AB

3d•Hybrid

About The Position

Moby is seeking a Tier 1 Customer Support Representative to join their growing team. This role is crucial for maintaining customer satisfaction and supporting efficient operations. The representative will be the first point of contact for customers, handling inbound inquiries, resolving common technical and billing issues, and ensuring accurate documentation. The position requires the ability to escalate issues appropriately and contribute to process improvements.

Requirements

1+ year of high-volume call center or customer support experience
1+ year of technical support experience (telecom or ISP preferred)
Strong verbal and written communication skills
Active listening and de-escalation skills
Strong attention to detail and documentation accuracy
Ability to follow SOPs and structured workflows
Comfortable working in KPI-driven environments
High School Diploma required

Nice To Haves

Experience in ISP, telecom, or technical support environments
Familiarity with CRM or ticketing systems
Basic understanding of networking or service provisioning concepts
Experience with AI-assisted or automated support tools
Post-secondary education

Responsibilities

Handle inbound customer inquiries via phone, email, and chat
Provide Tier 1 support for Internet, TV, and Phone services
Troubleshoot and resolve basic technical, billing, and service issues
De-escalate customer concerns professionally and empathetically
Accurately log, update, and close tickets in the CRM/ticketing system
Educate customers on services, tools, and self-service options
Escalate issues according to defined SOPs and workflows
Collaborate with Tier 2/3 Support, Finance, Network, and Sales teams
Identify recurring issues and contribute feedback for process or knowledge base improvements
Perform other duties as assigned.