Technical Support Representative

Description

At O-NET we value our people and are committed to providing a supportive and rewarding work environment. We’re not just your community-owned Internet, TV, and phone services provider, we’re your neighbour. That means we offer friendly service and support like no one else can in order to help you reach all of your personal and professional goals.

Reports To

Supervisor Support Services

Purpose/Description

The Technical support representative is a customer‐facing position. This role is paramount to the organization’s trustworthiness and public image. The duties are focused primarily on customer‐support both remotely and on site, as well as Installation support through service provisioning and technical support.

Position Type

Temporary full time 18month maternity coverage

Key Responsibilities

  • Interact with customers to provide information and support via phone, email and on site
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, IPTV, email, copper and fibre optic wiring, VOIP and more
  • Perform on site visits for support issues such as exchanging equipment, repairing wiring and training customers
  • Identify and escalate advanced issues using ticketing system
  • Maintain accurate ticket records of customer support requests using ticketing system
  • Follow up and make scheduled call backs to customers when necessary
  • Perform customer service provisioning via specialized computer software
  • Prepare and submit phone porting documentation

Communication and Reporting

  • Report to Manger on a daily basis regarding outstanding issues, progress and barriers to success
  • Communicate with internal and external parties regarding ongoing support request
  • Represent O-NET to customers and community members in a professional and respectful manner

Working Conditions

Available to work evening and weekend on call
Flexible office hybrid working location
Must have a valid Alberta driver license and use of personal vehicle

To apply for a position today, please submit your resume to careers@o-net.ca