Job Description

JOB TITLE:

Customer Service & Support Technician

LOCATION:

Edmonton, Alberta

JOB TYPE:

Full-Time, On-Call & Overtime (As Needed)

REPORTS TO:

Systems & Network Operations Manager

JOB SUMMARY

The Customer Service & Support Technician will take in-bound technical support, customer service and sales calls from existing and potential customers, with a key focus on customer experience. The core daily responsibilities of this role include remote troubleshooting and resolving customer technical issues, liaising with the Clearwave Field Team to schedule and remotely assist with technical service calls and installations and addressing billing, account and sales inquiries and concerns. This position also requires participation in the Clearwave on-call rotation, during which the support technician is responsible for after-hours technical support, including proactively monitoring network performance and ensuring all service issues and outages are promptly identified and addressed.

KEY RESPONSIBILITIES

Work with customers experiencing technical service issues and remotely assess, troubleshoot and repair internet, phone and TV services. If services cannot be repaired remotely, liaise with the Clearwave Field Team to schedule and deploy on-site as needed.

Address inbound sales and upgrade inquiries, determining customer needs and suggesting appropriate Clearwave services.

Address all account, billing and other customer inquiries and concerns, building and maintaining strong relationships with customers to foster loyalty and repeat business.

Update and maintain customer transactions and interactions in Clearwave's CRM system.

Solicit and share feedback from customers to help Clearwave identify areas for improvement and contribute to service enhancement efforts.

Complete all assigned projects on time, ensuring accuracy and attention to detail.

Collaborate with the finance and accounting team to ensure billing and payments are handled accurately and efficiently.

QUALIFICATIONS

Previous experience in customer service and/or technical support.

Excellent communication skills, both verbal and written.

Strong problem-solving abilities and the ability to think critically under pressure.

Technical aptitude and familiarity with internet technology and basic networking concepts.

Proficiency in CRM software and Microsoft Office suite.

Ability to multitask while appropriately prioritizing tasks / workload effectively.

Positive attitude, willingness to learn, and cooperative team member.

Job Type: Full-time

Pay: $20.00-$30.00 per hour

Benefits:

Casual dress Dental care Extended health care On-site parking Paid time off
Education:

Secondary School (preferred)
Experience:

Call center: 1 year (preferred) Customer service: 1 year (preferred)
Work Location: In person