Technical Support Representative
Top Benefits
About the role
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.
Not the right fit? Search for Technical Support Representative jobs in Calgary, Alberta, Canada
About Canadian Fiber Optics
Who we are: Canadian Fiber Optics Corp (CFOC) is a privately held telecommunications company that designs, builds, and operates fiber optic networks to provide high speed internet services in rural / remote communities. From the design and construction of networks to the provision of end user services, to the on-going support of the fiber networks, CFOC is connecting rural communities with the world.
Why we do it: We believe in the work we do and the legacy it leaves behind. We make meaningful change possible by connecting people, businesses, and industry to the Internet. We don’t believe anyone should be forced to leave a community because their Internet connection doesn’t allow them to be as connected as they want, or need, to be. We enable network connections in communities where people choose to build their lives; where they work, where they watch their families grow, and where they choose to give back. We don’t believe education, healthcare, connecting with families and friends around the world, or entertainment should be restricted.
To learn more about our unique solutions and to advance your connection to the world, contact us.
Similar Jobs
Technical Support Representative
Top Benefits
About the role
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.
Not the right fit? Search for Technical Support Representative jobs in Calgary, Alberta, Canada
About Canadian Fiber Optics
Who we are: Canadian Fiber Optics Corp (CFOC) is a privately held telecommunications company that designs, builds, and operates fiber optic networks to provide high speed internet services in rural / remote communities. From the design and construction of networks to the provision of end user services, to the on-going support of the fiber networks, CFOC is connecting rural communities with the world.
Why we do it: We believe in the work we do and the legacy it leaves behind. We make meaningful change possible by connecting people, businesses, and industry to the Internet. We don’t believe anyone should be forced to leave a community because their Internet connection doesn’t allow them to be as connected as they want, or need, to be. We enable network connections in communities where people choose to build their lives; where they work, where they watch their families grow, and where they choose to give back. We don’t believe education, healthcare, connecting with families and friends around the world, or entertainment should be restricted.
To learn more about our unique solutions and to advance your connection to the world, contact us.