Job Title: Customer Support Representative
Hybrid Role – Option to work remotely 2 days per week.
Main Responsibilities:
This helpdesk role involves logging and resolving customer support requests. Main duties include:
- Logging and responding to customer support requests via phone, email, and social media.
- Troubleshooting broadband, Wi-Fi, and telephony issues.
- Reporting network outages to the network team.
- Remotely accessing customer equipment to troubleshoot, modify settings, and perform updates.
- Providing advice and assistance regarding customer Wi-Fi networks.
- Maintaining up-to-date customer address and contact details in the CRM system.
- Setting up and supporting residential and business customers with telephone services.
- Setting up new clients for billing and assisting with billing-related queries.
- Identifying and implementing process improvements for the company’s overall support processes.
Requirements:
- Prior experience in a customer care role.
- Excellent verbal and written communication skills.
- Strong interest in solving technical problems related to broadband and telephony services.
- Proficiency in CRM software and Microsoft Office tools (Teams, Outlook, Excel, Word).
Training:
Full on-the-job training will be provided to cover all aspects of the role.
Work Hours:
9:00 AM – 5:30 PM, Monday to Friday (40 hours per week).
