Business Technical Support Representative

Job Responsibility:

About the Company

Canadian Fiber Optics (CFOC) and Norther Lights Fiber (NLF) is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are built on a foundation of Courage , Curiosity , Compassion and Humility . And the truth is… we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

Job Summary:

Canadian Fiber Optics Corp. is looking for a dedicated and knowledgeable Business Technical Support Representative to join our team. As a Business Technical Support Representative, you will be responsible for providing exceptional customer service and technical assistance to our business users. You will work closely with client to troubleshoot and resolve technical issues, answer inquiries, and provide guidance on product usage. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping others.

What you will be doing:

• Customer Interaction: Engage with business clients through various channels, including telephone, email, website, and electronic data exchange platforms, ensuring effective communication and timely resolution of inquiries.
• Providing Information: Deliver detailed and accurate information about the company's products and services to clients, ensuring they have a clear understanding of offerings to meet their needs.
• Client Assistance: Support business clients with account setup, product activation, and configuration, ensuring a smooth and efficient onboarding experience.
• Record Keeping: Maintain accurate records of client's interactions and technical solutions for reference and analysis purposes.
• Stay Updated: Stay informed about product updates and changes to provide effective support to customers.
• Collaboration: Collaborate with internal teams to enhance product documentation and improve customer support processes.
• Technical Assistance: Provide assistance and troubleshooting for various issues including voice services, Wi-Fi troubles, service disruptions, and network problems.
• Provisioning and Support: Oversee the provisioning of business accounts and offer support to local technicians in resolving network-related issues, ensuring seamless service delivery and system functionality.
• Incident Management: Manage problems and incidents impacting services, conducting post-mortem follow-ups to identify areas for improvement.

What we are looking for:

• 2+ years of experience in customer service, technical support, and managing business accounts.
• Previous experience in the telecommunications industry, including voice services and IP services, which would be an asset.
• Ability to interact effectively with customers and colleagues, demonstrating empathy, patience, and a genuine desire to serve
• Proficiency in identifying and resolving issues efficiently, utilizing analytical thinking and creative problem-solving techniques.
• Exceptional organizational skills, including the ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
• Post-secondary education recommended

Schedule:

• This is a full-time position (40 hours/week) and requires being on-call on a rotational basis and may require occasional weekend shifts.