Customer Care Advisor- Provisioning

Job Description

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 builton a foundation ofCourageCuriosityCompassionandHumility. 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 looking for a proactive and detail-oriented Customer Care Advisor to join our team!

This role will prioritize service provisioning and troubleshooting working closely with our Field Installation and Technical teams to ensure smooth customer activation and timely issue resolution.

The successful candidate will have the opportunity to learn and support all areas of our Customer Care operations including customer service billing technical support collections and retention. This is an excellent role for someone who enjoys problem-solving teamwork and delivering outstanding customer experience from start to finish.

What you will be doing:

• Coordinate and support service provisioning ensuring new installations upgrades and equipment activations are completed accurately and efficiently.
• Work closely with field technicians and installation teams to troubleshoot issues and communicate updates to customers.
• Assist customers via phone email and chat providing professional and friendly service.
• Support customers with billing inquiries payments and account adjustments.
• Provide technical support by walking customers through troubleshooting steps
• Participate in collections and retention efforts by identifying solutions to help customers stay connected and satisfied.
• Accurately document all customer interactions and follow established processes to ensure timely resolution.

What we are looking for:

• A minimum of 2 years experience in a similar role.
• Experience in customer service technical support or a related role (telecommunications or utilities experience preferred).
• Excellent communication skills with the ability to explain technical concepts in clear simple terms.
• Strong organizational and time management abilities.
• High attention to detail and able to follow structured processes.
• Adaptable and responsive to changing business needs.
• Knowledge of construction or fiber optic technology is an asset.
• Experience in customer service technical support or a related role (telecommunications or utilities experience preferred).
• Excellent problem-solving and multitasking abilities.
• Comfortable working with multiple systems and tools (CRM ticketing billing or provisioning platforms).
• Team player with a proactive attitude and commitment to continuous learning.

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The work-hard-play-hard isnt 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.

Required Experience:

Manager