Technical Customer Service Representative

Description

Who we are:

Are you ready to be part of an exciting integration that's shaping the future of telecommunications? Start.ca, a division of TELUS Communications, is seeking talented individuals to join our team as we embark on a new chapter.

Since 1995, Start.ca has been a cornerstone of internet, TV, and home phone services in Ontario, renowned for our exceptional customer support and reliable services. Now, as we deepen our integration with TELUS, we're expanding our offerings to include Koodo and TELUS mobility options, creating a comprehensive suite of communication solutions for our customers.

This integration presents a unique opportunity for passionate professionals to contribute to our growth, innovation, and continued commitment to delivering top-notch services with a personal touch. If you're excited about the prospect of working at the intersection of established excellence and cutting-edge telecommunications, we want to hear from you.

Here’s the impact you’ll make and what we’ll accomplish together

As a Technical Customer Service Representative on the Start.ca team, you will take on the rewarding role of supporting our customers in a dynamic environment. Your primary responsibility will be helping customers solve their technology issues

What you’ll do in this role:

• Answer incoming calls to provide exceptional technical support to customers, promptly addressing their requests
• Make outbound calls to follow up on ongoing technical concerns
• Configure equipment, help, configure and troubleshoot home-networks, and provisioning for most customer premise equipment
• Respond courteously and professionally to our customers’ requests
• Maintain impeccable attention to detail while managing account updates
• Work with the broader team to track and manage reliability metrics
  
  
  

Qualifications

What you bring

• This remote position requires a home office location with reliable internet connection
• You’re someone who genuinely enjoys interacting with other people and helping to resolve their issues
• 1-3 years’ experience in a customer service, ideally in a technical support role
• Experience with computers and configuration
• Excellent verbal and written communication, with a positive, collaborative and friendly attitude
• Understanding of cable and internet technologies and troubleshooting experience
• Motivated to learn new network monitoring systems and tools needed to troubleshoot internet, TV, network and email products
• People with the ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines, whilst retaining a great sense of humor
• Knowledge of wireless routers and other hardware equipment
• Self-motivated, works well with minimal or no direct supervision
• Understanding of LAN & WLAN networks
• High School Diploma and Proficiency in English (written and verbal)
• This position requires flexible availability for shifts 7 days/week, on-call rotation (Our current hours of 8:00am-9:00pm Eastern Time; however, this is subject to change in the future)
  
  
  

Great-to-haves

• Experience with digital cable TV, phone, internet, cellular networks
• Call center experience, ideally with practical understanding of the (de) escalation process
• Bilingual in French or additional languages is an asset