Technical Support Representative

About the Company

Canadian Fiber Optics (CFOC) and Northern Lights Fiber 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:

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.

What you will be doing:

• 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.
  

What we are looking for:

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

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The “work-hard-play-hard" isn’t just a saying for us - we are agile, passionate and energetic. We check our egos at the door, roll up our sleeves, move fast, get things done and support each other. Our leaders inspire the team, truly welcoming all members to be open, honest and provide feedback without fear of judgement. We want the curious, the champions and the collaborators.

We are consistently working to provide a safe work environment, competitive wages – including strong commission-based compensation, and many opportunities to learn and grow. If you commit to delivering results and make a difference, we look forward to hearing from you.

Work Schedule:

• Must be available to work evenings and weekends based on customer and business needs.
• Participation in a rotational on-call schedule may be required.