Tech Support Representative

Overview

Assist customers via phone/online with technical issues, orders, and support to ensure satisfaction.

Key Responsibilities

• troubleshooting
• network setup
• escalation
• customer outreach
• issue documentation
• service monitoring

Tasks

-Respond to customer inquiries via telephone and online channels, providing information about products or services, processing orders, updating accounts, and documenting complaints. -Diagnose and resolve common hardware and software compatibility issues affecting network performance. -Proactively reach out to customers to strengthen relationships, sharing both positive updates and addressing any concerns -Escalate unresolved technical issues to higher-level support teams and follow up to ensure resolution. -Guide customers through technical configurations, including router setups, Wi-Fi optimization, and firmware updates. -Gather all necessary information to assess the validity of complaints and determine underlying causes. -Provide real-time support during service outages, ensuring timely communication with customers about status updates and resolution timelines -Troubleshoot and resolve technical issues related to internet connectivity, equipment, and network performance. -Collaborate with other departments to deliver seamless and high-quality customer support. -Suggest process, product, or service improvements to enhance customer experience and prevent future issues. -Maintain accurate records of customer interactions and relevant correspondence to ensure consistency and quality in customer service. -Prioritize customer satisfaction while meeting commitments to help achieve business goals.

Requirements

• microsoft office
• telecommunications
• call center
• high school
• customer service
• teamwork

What You Bring

-Ability to build relationships and work collaboratively as part of a team. -Proven experience in a customer service role, with a strong commitment to customer satisfaction. -Proficiency in Microsoft Office Suite (Word, Excel, Outlook). -Telecommunications and network experience is an asset but not essential. -Accountable, flexible, and able to maintain composure under pressure. -Strong oral and written communication skills in English. -Experience in a call center environment is preferred. -Upholds integrity, follows company policies and procedures, and contributes to a positive work environment by sharing knowledge and demonstrating functional and technical expertise. -Secondary (high) school graduation certificate or equivalent experience. -Highly organized and structured with the ability to prioritize a varied workload in a fast-paced environment.

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About Telmax Inc.

-Founded in 2017, the company began rolling out its own all-fibre network in underserved towns across the Greater Toronto Area. -Its customer portal, including TV, streaming, and home-phone services, was revamped in late 2023 to enhance convenience and self-service. -Expansion milestones include fibre construction in Brooklin, Stouffville, Newmarket, Aurora, and most recently Richmond Hill. -The company emphasizes local engagement by hiring from within communities and sponsoring events like skateparks and Canada Day celebrations. -Typical offerings combine symmetrical gigabit internet with add-ons like à-la-carte streaming TV and clear-voice home phone. -The company is fully independent and non-reseller, operating its own “pure fibre” network rather than leasing lines. -Maintains honest, flat pricing without hidden fees.

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