Technical Support Representative

Canadian Fiber Optics Corp•Calgary, AB

About The Position

We are seeking a technically skilled and customer-focused Technical Support Representative to join our growing team. This role is responsible for delivering front-line technical support and customer care to residential and business customers across internet, Wi-Fi, IPTV, and voice services. The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and experience in technical support environments, preferably within telecommunications or call center operations. Success in this role requires the ability to diagnose and resolve service-related issues efficiently while maintaining a professional, empathetic, and solution-oriented customer experience.

Requirements

A minimum of 3 years experience in a similar role.
Experience supporting Internet, Wi-Fi, IPTV, and telecommunications services.
Strong technical troubleshooting and problem-solving abilities with the capability to analyze and resolve connectivity and service issues.
Previous experience in technical support, customer service, telecommunications, or call center environments.
Excellent verbal and written communication skills with the ability to explain technical concepts in a customer-friendly manner.
Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
High attention to detail and commitment to accurate documentation.
Ability to work both independently and collaboratively within a team environment.
Adaptable and responsive to changing technologies, processes, and business needs.

Nice To Haves

Knowledge of fiber optic infrastructure, networking principles, or construction processes is considered an asset.

Responsibilities

Provide technical support to residential and business customers via phone, email, and chat channels.
Diagnose and troubleshoot internet, Wi-Fi, IPTV, and connectivity-related issues using internal systems and remote diagnostic tools.
Escalate complex technical issues to appropriate internal teams while ensuring proper documentation and customer follow-up.
Assist customers with account management functions including service activations, upgrades, billing inquiries, payment processing, and account changes.
Support customer retention efforts by identifying customer concerns, presenting service solutions, and promoting products or packages that align with customer needs.
Handle delinquent account conversations professionally and empathetically, assisting customers with payment arrangements and account recovery options.
Educate customers on products, services, equipment functionality, and best practices to improve their overall service experience.
Accurately document customer interactions, troubleshooting steps, resolutions, and account updates within CRM and ticketing systems.
Proactively follow up on open issues to ensure timely resolution and high customer satisfaction.
Maintain knowledge of company products, network updates, promotions, and evolving technologies.
Meet or exceed established performance metrics related to customer satisfaction, resolution times, quality assurance, productivity, retention, and collections support.