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Customer Support Representative 

The Customer Support Representative acts as a front-line company representative, providing service and technical support to customers who may be experiencing technical difficulties, who may have questions regarding a service package, or any other general questions or concerns. The primary objective of this role is to provide courteous, timely, and comprehensive information to the customer or potential customer. 

The main areas of responsibility for a Customer Support Representative are:

  • Handle incoming emails, voice mails, and phone calls, in the order they were received. All communications are expected to be performed in a professional, and respectful manner.
  • Speak to new customers about the various products and services available through Cable Cable, making them aware of additional services or promotions.
  • Set up new service packages and coordinate with Onsite Service Technicians to schedule installation at the service address.
  • Sell and upgrade Cable Cable core products and services, in accordance with customer needs.
  • Support Onsite Service Technicians as required; such as responding to requests for information/clarification.
  • Attempt to troubleshoot subscriber inquiries, such as billing or service problems, outages, login problems, or quality issues. If unable to close issue independently, escalate to internal support staff or third party support (Adara, Clearcable, etc.)
  • Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines. Inform Management of all unresolved complaints. 

The above statement represents general details necessary to describe the principal functions of a Customer Support Representative, and shall not be considered a conclusive description of all work required in the position. These responsibilities will be reviewed periodically and may be subject to change in order to meet organizational, business, or operational requirements. 

40 hour work week; shifts will be 9am to 7pm, Thursday to Sunday. Occasionally shift changes will be necessary to cover call centre needs; schedule will be released no less than 4 weeks in advance. Must be available to work occasional stat holidays as required.

This is a permanent full time hourly position; benefits and retirement investment available after the probation period.

The successful candidate must be able to communicate well, function well in a team oriented environment, and be able to manage their time and workload during high call volume periods.

Interested applicants please email mark@cablecable.net | only applicants selected for interview will be contacted