Tier 1 - Customer Support
Top Benefits
About the role
Company:
Moby (a division of Western Fibre Communications Corp.)
Department:
Customer Experience
Industry:
Telecommunications
Target Start Date:
March 2, 2026 (flexible)
Candidate Areas of Interest:
Technology, Customer Support, Technical Support, Problem-Solving, Organized, Attention to detail, Team Collaboration, Continuous Learning, Adaptability, Excellent communication and process improvement
Work Location:
Hybrid after training
- Training requirement: Minimum 2 weeks in-office in Calgary, AB
- Post-training schedule: 2 days in office / 2 days remote
About Moby
Moby is an independent fibre optic telecommunications provider delivering high-speed Internet, TV, and Home Phone services, with a strong focus in Alberta and the potential to support nationally. We are not a reseller of incumbent carriers - we design, deploy, and operate our own fibre optic infrastructure.
Finally, an alternative.
We’re growing, and we’re looking for a Tier 1 Customer Support Representative who thrives in a fast-paced, customer-focused environment and enjoys solving problems that directly impact customer experience.
About the Role
As a Tier 1 Customer Support Representative, you’ll be the first point of contact for our customers. You’ll handle high-volume inbound inquiries, resolve common technical and billing issues, and ensure accurate documentation while knowing when and how to escalate issues appropriately.
This role is critical to maintaining customer satisfaction, reducing escalations, and supporting efficient operations across the organization.
Key Responsibilities
- Handle inbound customer inquiries via phone, email, and chat
- Provide Tier 1 support for Internet, TV, and Phone services
- Troubleshoot and resolve basic technical, billing, and service issues
- De-escalate customer concerns professionally and empathetically
- Accurately log, update, and close tickets in the CRM/ticketing system
- Educate customers on services, tools, and self-service options
- Escalate issues according to defined SOPs and workflows
- Collaborate with Tier 2/3 Support, Finance, Network, and Sales teams
- Identify recurring issues and contribute feedback for process or knowledge base improvements
- Perform other duties as assigned.
Qualifications & Experience
Must-haves
- 1+ year of high-volume call center or customer support experience
- 1+ year of technical support experience (telecom or ISP preferred)
- Strong verbal and written communication skills
- Active listening and de-escalation skills
- Strong attention to detail and documentation accuracy
- Ability to follow SOPs and structured workflows
- Comfortable working in KPI-driven environments
Nice-to-haves
- Experience in ISP, telecom, or technical support environments
- Familiarity with CRM or ticketing systems
- Basic understanding of networking or service provisioning concepts
- Experience with AI-assisted or automated support tools
Education
- High School Diploma required
- Post-secondary education considered an asset
Why you’ll love working at Moby
In addition to a competitive compensation and benefits package, you’ll enjoy a culture built on tenacity, collaboration, trust, growth, and having a good time doin’ it. You'll love the a hybrid work environment, casual dress, on-site gym access and paid time off!
We love our people, so we invest in regular team events, development sessions, and cross-functional collaboration.
Here’s what the Moby team says:
- “The flexibility is real. I can work from home, manage my day, and still feel totally supported.”
- “Zero micro management. They trust me to deliver and that makes me want to deliver even more.”
- “You actually get to build things here. If you have an idea, you can take it from concept to launch.”
- “It’s exciting working for a disruptor. We’re taking on industry giants and making an impact.”
- “Moby is a karaoke company!”
Tenacity, collaboration, and innovation - that’s the Moby way.
Schedule
Part-time, shift-based schedule within the following windows:
Monday to Friday
7:00 AM – 11:00 AM
11:00 AM – 3:00 PM
7:00 PM – 11:00 PM
Some weekends may be required
- Additional hours may be available based on business needs
About Moby Business
Moby is an independent high speed internet, TV and Phone provider for both residential and business customers. With headquarters in Calgary, Alberta, we design, build and manage our own dedicated fibre optic infrastructure and are not a reseller of the incumbents services.
Moby’s true fibre optic internet is the backbone of your connected world. Fibre optic cables have a much greater bandwidth than conventional cables. This allows for longer transmission distances. Get the fastest business and residential internet in Alberta with speeds up to 1000Mbps. That’s up to ten times faster than the average internet provider in the region.
Our modern phone systems keep you connected no matter where you are. Moby’s Managed Voice Solutions allows you to run a fully managed office without any expensive dedicated hardware.
Missing your favourite TV shows will become a distant memory when you tap into the incredible TV features we put at your fingertips. From CatchUp TV to Cloud DVR to Restart TV, you’ll have the freedom to watch what you want, when you want it. We have all the channels you love and have packaged them in a way that gives you more choice than ever before.
Better Internet, TV and Phone.
Tier 1 - Customer Support
Top Benefits
About the role
Company:
Moby (a division of Western Fibre Communications Corp.)
Department:
Customer Experience
Industry:
Telecommunications
Target Start Date:
March 2, 2026 (flexible)
Candidate Areas of Interest:
Technology, Customer Support, Technical Support, Problem-Solving, Organized, Attention to detail, Team Collaboration, Continuous Learning, Adaptability, Excellent communication and process improvement
Work Location:
Hybrid after training
- Training requirement: Minimum 2 weeks in-office in Calgary, AB
- Post-training schedule: 2 days in office / 2 days remote
About Moby
Moby is an independent fibre optic telecommunications provider delivering high-speed Internet, TV, and Home Phone services, with a strong focus in Alberta and the potential to support nationally. We are not a reseller of incumbent carriers - we design, deploy, and operate our own fibre optic infrastructure.
Finally, an alternative.
We’re growing, and we’re looking for a Tier 1 Customer Support Representative who thrives in a fast-paced, customer-focused environment and enjoys solving problems that directly impact customer experience.
About the Role
As a Tier 1 Customer Support Representative, you’ll be the first point of contact for our customers. You’ll handle high-volume inbound inquiries, resolve common technical and billing issues, and ensure accurate documentation while knowing when and how to escalate issues appropriately.
This role is critical to maintaining customer satisfaction, reducing escalations, and supporting efficient operations across the organization.
Key Responsibilities
- Handle inbound customer inquiries via phone, email, and chat
- Provide Tier 1 support for Internet, TV, and Phone services
- Troubleshoot and resolve basic technical, billing, and service issues
- De-escalate customer concerns professionally and empathetically
- Accurately log, update, and close tickets in the CRM/ticketing system
- Educate customers on services, tools, and self-service options
- Escalate issues according to defined SOPs and workflows
- Collaborate with Tier 2/3 Support, Finance, Network, and Sales teams
- Identify recurring issues and contribute feedback for process or knowledge base improvements
- Perform other duties as assigned.
Qualifications & Experience
Must-haves
- 1+ year of high-volume call center or customer support experience
- 1+ year of technical support experience (telecom or ISP preferred)
- Strong verbal and written communication skills
- Active listening and de-escalation skills
- Strong attention to detail and documentation accuracy
- Ability to follow SOPs and structured workflows
- Comfortable working in KPI-driven environments
Nice-to-haves
- Experience in ISP, telecom, or technical support environments
- Familiarity with CRM or ticketing systems
- Basic understanding of networking or service provisioning concepts
- Experience with AI-assisted or automated support tools
Education
- High School Diploma required
- Post-secondary education considered an asset
Why you’ll love working at Moby
In addition to a competitive compensation and benefits package, you’ll enjoy a culture built on tenacity, collaboration, trust, growth, and having a good time doin’ it. You'll love the a hybrid work environment, casual dress, on-site gym access and paid time off!
We love our people, so we invest in regular team events, development sessions, and cross-functional collaboration.
Here’s what the Moby team says:
- “The flexibility is real. I can work from home, manage my day, and still feel totally supported.”
- “Zero micro management. They trust me to deliver and that makes me want to deliver even more.”
- “You actually get to build things here. If you have an idea, you can take it from concept to launch.”
- “It’s exciting working for a disruptor. We’re taking on industry giants and making an impact.”
- “Moby is a karaoke company!”
Tenacity, collaboration, and innovation - that’s the Moby way.
Schedule
Part-time, shift-based schedule within the following windows:
Monday to Friday
7:00 AM – 11:00 AM
11:00 AM – 3:00 PM
7:00 PM – 11:00 PM
Some weekends may be required
- Additional hours may be available based on business needs
About Moby Business
Moby is an independent high speed internet, TV and Phone provider for both residential and business customers. With headquarters in Calgary, Alberta, we design, build and manage our own dedicated fibre optic infrastructure and are not a reseller of the incumbents services.
Moby’s true fibre optic internet is the backbone of your connected world. Fibre optic cables have a much greater bandwidth than conventional cables. This allows for longer transmission distances. Get the fastest business and residential internet in Alberta with speeds up to 1000Mbps. That’s up to ten times faster than the average internet provider in the region.
Our modern phone systems keep you connected no matter where you are. Moby’s Managed Voice Solutions allows you to run a fully managed office without any expensive dedicated hardware.
Missing your favourite TV shows will become a distant memory when you tap into the incredible TV features we put at your fingertips. From CatchUp TV to Cloud DVR to Restart TV, you’ll have the freedom to watch what you want, when you want it. We have all the channels you love and have packaged them in a way that gives you more choice than ever before.
Better Internet, TV and Phone.