Customer Support Specialist

Based in York Region, telMAX is a private equity-backed all fibre digital infrastructure platform that provides a 21 st century alternative to traditional telecom networks. Recognized for four consecutive years as Canada’s Fastest ISP with an industry-leading net promoter score of over fifty, telMAX is continuing its rapid growth plan to bring its all-fibre network to residential and business customers across Southern Ontario.

Reporting to the Customer Service Team Lead , the Customer Support Specialist plays a critical role in building and maintaining strong relationships with customers. This role is focused on addressing customer inquiries and concerns, and providing support through the lifecycle of the customer, ensuring prompt and satisfactory resolutions. Customer Support Specialists also play a role in customer retention strategies and may proactively engage with customers to gather feedback to improve the overall customer experience

• Respond to customer inquiries via telephone and online channels, providing information about products or services, processing orders, updating accounts, and documenting concerns.
• Maintain accurate records of customer interactions and relevant correspondence to ensure consistency and quality in customer service.
• Proactively reach out to customers to strengthen relationships, sharing both positive updates and addressing any concerns.
• Troubleshoot and resolve level-1 technical issues related to internet connectivity, equipment, and network performance.
• Guide customers through simple technical. configurations, including router setups, Wi-Fi optimization, and firmware updates
• Escalate unresolved technical issues to higher-level support teams and follow up to ensure resolution.
• Provide real-time support during service outages, ensuring timely communication with customers about status updates and resolution timelines.
• Diagnose and resolve common hardware and software compatibility issues affecting network performance.
• Collaborate with other departments to deliver seamless and high-quality customer support.
• Gather all necessary information to assess the validity of complaints and determine underlying causes.
• Suggest process, product, or service improvements to enhance customer experience and prevent future issues.
• Prioritize customer satisfaction while meeting commitments to help achieve business goals.
• Perform other related duties as required to support the team and business objectives.

• Strong oral and written communication skills in English.
• Excellent problem-solving abilities and interpersonal skills, including the ability to handle customer concerns with professionalism and efficiency.
• Experience in a call center environment is preferred.
• Telecommunications and network experience is an asset but not essential.
• First Aid training is an asset.
• Proven experience in a customer service role, with a strong commitment to customer satisfaction.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Highly organized and structured with the ability to prioritize a varied workload in a fast-paced environment.
• Ability to build relationships and work collaboratively as part of a team.
• Accountable, flexible, and able to maintain composure under pressure.
• Upholds integrity, follows company policies and procedures, and contributes to a positive work environment by sharing knowledge and demonstrating functional and technical expertise.

• Secondary (high) school graduation certificate or equivalent experience.

• Performance & Commitment

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