Customer Support Representative

PRIMARY DUTIES:

The Customer Support Representative is a role supporting inbound customer service of a Telecommunications company.

PRIMARY TASKS AND RESPONSIBILITIES:

• Respond to customer inquiries about their telecommunication plans and services.
• Assist clients with telecommunication products and issues
• Review Customer’s account and assess their needs
• Provide general information about the organization.
• Refer clients to specialists when needed.
• Receive, understand, resolve complaints, and offer solutions.
• Advise and recommend products and services that meet the customer’s needs
• Provide customers, based on their needs, with information about products, services, and current promotions
• Schedule and confirm appointments with customers for service subscription requests
• Create, complete, and correct purchase orders (PO) according to customer requests
• Identify and suggest improvements to enhance our services.
• Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).
• Other duties as assigned.

COMPENTENCIES:

• Strong, clear and effective English and French written and verbal communication skills
• Attention to detail and accuracy.
• Exceptional team spirit and proactivity
• Exceptional time management and multitasking abilities.
• Remaining positive and persistent
• Good organizational skills
• Ability to work in a team.
• Flexible, reliable and trustworthy.
• Excellent interpersonal and communication skills
• Analytical thinking, initiative
• Compliance with standards and deadlines
• Protecting confidentiality
• Exceptional Attendance and punctuality
• Quality-focused, responsible, organized, able to prioritize
• Time management skills to multitask and adhere to SLAs.

REQUIRED EDUCATION & EXPERIENCE:

• High school diploma or equivalent
• Customer Service: 1–3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus.
• User experience with good working knowledge of the Office Suite
• Comfortable with technology
• Telecommunications product knowledge is an asset

TECHNICAL REQUIREMENTS:

• Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint
• Genesys Cloud CX, a plus

LANGUAGE SKILLS:

English & French

Fluency in French and English (spoken and written). Over 80% of New Era’s clientele is English-speaking.

WORK ENVIRONMENT:

This role will be performed remotely.

PHYSICAL DEMANDS:

Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute

EXPECTED HOURS OF WORK:

Typically, minimum of 20 hours per week — Monday to Friday, day/evening shifts (8 AM–8 PM rotation). Flexibility to increase up to 37.5 hours per week based on customer needs. Overtime may be offered on occasion if necessary to meet customer requirements.

BENEFITS AND COMPENSATION:

• Benefits:
  • Computer equipment provided.
  • No sales or solicitation.
  • Minimum 20 hours per week, Monday to Friday. Flexibility to schedule up to 37.5 on occasion as necessary.
  • Dynamic work environment and great team.
  • Paid training.
  • Quick onboarding.
• Compensation:
  • Starting salary: $20-$22 per hour (CAD)
  • Two paid sick days (after 3 months of employment).
  • Two weeks of vacation.
  • RRSP program (available after 6 months of employment).
  • Paid holidays.
  • Group insurance (available after 3 months).

QUALIFICATIONS:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.