Customer Support Representative

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

• →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.

• 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.

• 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
• Telecommuncations product knowledge is an asset

• 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: $19-$21 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.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.