Job role: Associate - Customer Support

Location: Moncton, New Brunswick, Canada (Remote)

On this project you will be providing frontline customer service and support for internet customers. You will be answering questions related to: billing, hardware and software updates, product information, new service setup, and service features. In addition to this, you will be providing baseline technical support and assisting customers with troubleshooting steps for any basic technical issues they may experience.

You will be primarily providing support via chats but may be asked to take incoming calls in the future on an as-needed basis.

What you will do:

• Responding to calls from customers who have questions regarding phone service, billing, account information, password resets, etc.
• Responding to chat or email queries from customers with account or technical related questions as needed.
• Contribute to business profitability by offering customers account specific deals through up-sell initiatives.
• Documenting customer issues in the client system and updating customer information.
• Following outlines processes to resolve customer technical issues, or complaints, in a timely manner.
• Additional duties as needed, to be discussed during your interview.

To qualify

• You must have a high school diploma or equivalent.
• 1 year call center experience preferred.
• 1 year sales experience preferred.
• We will pay you to complete online training, but you must commit to attending – 100%, no missed time.
• Be able to complete and pass a background check.
• This is a full-time opportunity and requires the applicants to have full-time work authorization.

PRE-REQUISITES:

• Must have reliable high-speed internet.
• 20 MBPS download minimum, 10 MBPS upload minimum.
• DSL, Cable, Fiber Only - (no Wi-Fi or satellite-based service), Cannot use a VPN.