Control Center Agent Technical Support Teir 2

Control Center Agent Technical Support Teir 2

Company Profile:

Canadian Fiber Optics Corp is a privately held specialty telecommunications company that designs builds and operates fiber optic networks to provide highspeed internet services in rural/remote communities and regions. The Company deploys core expertise in fiber construction and strategic industry partnerships to deliver critical fiber infrastructure and highspeed internet services to residential commercial and industrial customers. From design and construction to network operations to the provision of end user services CFOC connects rural businesses and communities to the world.

Job Summary:

Canadian Fiber Optics Corp.is looking for a dedicated and knowledgeable Technical Support Agent to join our team. As a Technical Support Agent you will be responsible for providing exceptional customer service and technical assistance to our users. You will work closely with customers to troubleshoot and resolve technical issues answer inquiries and provide guidance on product usage. The ideal candidate will have a strong technical background excellent communication skills and a passion for helping others.

Responsibilities

• Customer Interaction: Interact with customers via multiple channels including telephone email website and electronic data exchange platforms.
• Providing Information: Offer comprehensive information about the companys products and services to customers.
• Delivering Services: Assist customers with account setup product activation and configuration support as required.
• Guidance and Support: Guide customers through stepbystep troubleshooting processes and assist with product usage queries.
• Issue Escalation and Resolution: Escalate unresolved issues to the appropriate teams and ensure followup until satisfactory resolution is achieved.
• Record Keeping: Maintain accurate records of customer interactions and technical solutions for reference and analysis purposes.
• Stay Updated: Stay informed about product updates and changes to provide effective support to customers.
• Collaboration: Collaborate with internal teams to enhance product documentation and improve customer support processes.
• Technical Assistance: Provide assistance and troubleshooting for various issues including WiFi troubles service disruptions and network problems.
• Provisioning and Support: Manage the provisioning of customer accounts and provide support to local technicians on networkrelated issues.
• Incident Management: Manage problems and incidents impacting services conducting postmortem followups to identify areas for improvement.

Skills:

• Strong People Skills: Ability to interact effectively with customers and colleagues demonstrating empathy patience and a genuine desire to serve.
• ProblemSolving: Proficiency in identifying and resolving issues efficiently utilizing analytical thinking and creative problemsolving techniques.
• Communication: Excellent verbal and written communication skills in English enabling clear and concise communication with customers and team members.
• Collaborative Approach: Enjoyment of working in a teamoriented collaborative environment contributing positively to team dynamics and achieving common goals.
• Technical Aptitude: Possess a strong technical knowledge and understanding enabling effective troubleshooting and support for technical issues.
• Organizational Skills: Exceptional organizational skills including the ability to manage time effectively prioritize tasks and handle multiple responsibilities simultaneously.
• Computer Proficiency: Strong proficiency in Microsoft Excel/Word and general computer skills facilitating efficient work processes and documentation.
• Efficient Work Management: Ability to organize work efficiently set priorities and meet deadlines ensuring tasks are completed effectively and on time.
• Positive Attitude: Maintain an outgoing positive attitude fostering a supportive and engaging work environment and enhancing customer interactions.

Qualifications:

• Previous Telecom experience including IPTV Services
• 2 years in Customer Service Technical support
• Postsecondary education recommended

Other Requirements:

• This is a fulltime position 40 Hrs/week) and requires being oncall on a rotational basis and may require occasional weekend shifts.

Job Type: Fulltime

Salary: 60000$65000 per year

Diversity and Inclusion Statement

At Canadian Fiber Optics Corp. we are passionate about building a diverse and inclusive team that reflects the global community we serve. We believe that diverse perspectives fuel innovation and drive success.

We welcome applicants from all walks of life and we are committed to creating an environment where everyone can thrive. We do not discriminate based on race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status.

Our hiring process is designed to be inclusive and accessible. If you need any accommodation during the application or interview process please get in touch with us at

We are proud to support various employee resource groups and diversity initiatives that promote a culture of belonging and continuous learning. Join us in shaping the future of technology in a workplace where your unique contributions are valued.

Required Experience:

Unclear Seniority