Tier 1 Technical Support Representative

Job summary

You will provide inbound technical support to residential and business customers by diagnosing and resolving service issues. You are also responsible for accurately documenting interactions and maintaining a professional customer experience.

Job details

Tier 1 Technical Support Representative Req #3152 Designated office: 33 Alderney Drive Dartmouth, NS B2Y 2N4 This position is: Remote (Work-from-Home) or on-site (Dartmouth NS, Sudbury ON, or St. John’s NL) At Eastlink, great customer experiences start with great conversations. As a Tier 1 Technical Support Representative (English/French), you'll be a trusted resource for our customers when they need help the most. You'll troubleshoot technical issues, provide solutions, and deliver an exceptional customer experience across a variety of products and services. No two interactions are the same, so every day brings a new opportunity to learn, solve problems, and make an impact! What You'll Be Doing As a Tier 1 Technical Support Representative, you'll support Residential and Business customers through inbound technical support interactions. In this role, you'll: Help customers with technical questions and service issues Use available tools to diagnose and resolve issues Guide customers through troubleshooting with patience and professionalism Accurately document customer interactions and resolutions Take ownership of customer concerns and work toward positive outcomes Manage multiple priorities in a fast-paced environment Work independently while contributing to team success Meet customer experience and performance goals What We're Looking For Enjoy solving problems and learning new technology Communicate clearly and build rapport with customers Bring a positive attitude and customer-first mindset Are reliable, accountable, and detail-oriented Have experience in technical support, customer service, or a related field Have call centre experience and are comfortable working toward performance goals Have knowledge of Internet, TV, mobile, telephone, or security technologies (an asset) Are available to work a flexible schedule, including evenings and weekends Don't meet every requirement? We'd still love to hear from you if you have transferable skills, a willingness to learn, and a passion for helping customers! About Eastlink Eastlink is proudly family-owned and headquartered in Halifax, Nova Scotia. After more than 50 years, we’ve grown from a small-town startup into one of Canada’s Best Managed companies without losing our entrepreneurial edge. We move fast. We try new things. We care about doing right by our customers, and we’re not afraid to take a different approach to make that happen. Why Work with Us We could say we’re not your typical telecom, but what makes us different is how we operate day to day. At Eastlink, we’re a tight-knit team all working toward common goals. We’re big enough to do meaningful work, but small enough that you can actually make your mark. You won’t get stuck waiting for layers of approval or years of tenure to make an impact! We believe in getting involved, speaking up, and figuring things out together. We’re always listening, learning, and adapting because our customers (and our people) expect us to. And just like we invest in our network, we invest in you, with intention and for the long run. When you join Eastlink, you'll enjoy: Starting rate of $19.52/hour plus annual variable pay Paid training and ongoing coaching to support your success Opportunities for internal growth and promotion Paid vacation and holidays Comprehensive health and dental benefits Pension plan Employee discounts on Eastlink products and services We are committed to building a workplace where everyone feels they belong. We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process

What you’ll do

You will provide inbound technical support to residential and business customers by diagnosing and resolving service issues. You are also responsible for accurately documenting interactions and maintaining a professional customer experience.

Requirements

Candidates should have experience in technical support or customer service and possess strong problem-solving skills. A willingness to learn new technologies and the ability to work a flexible schedule including evenings and weekends is required.

Benefits

• Paid training • Paid vacation • Paid holidays • Health benefits • Dental benefits • Pension plan • Employee discounts

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Customer service
• Troubleshooting
• Problem solving
• Communication
• Call centre operations
• Internet technology
• TV technology
• Mobile technology
• Telephone technology
• Security technology
• Documentation
• Rapport Building
• Patience
• Tier 1 Technical Support
• Technical Issues
• Professionalism
• Positivity
• Willingness To Learn
• Technical Support
• Telecommunications
• Customer Service
• English Language
• French Language
• Coaching
• Transferable Skills Analysis
• Troubleshooting (Problem Solving)
• Detail Oriented

Job areas

• Customer Service & Support
• Technology
• Tier 1 Technical Support Agent
• Technical Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives