Tier 1 Customer Support - Term

Position: Tier 1 Customer Support - 12 Month Term )
Overview  Company:
Moby (a division of Western Fibre Communications Corp.)
Department:
Customer Experience
Industry: Telecommunications
Target

Start Date:

August 1, 2026

Work Location:

Hybrid after training
Training requirement:
Minimum 2 weeks in-office in Calgary, AB
Post-training schedule: 2 days in office / 2 days remote
About Moby
Moby is an independent fibre optic telecommunications provider delivering high-speed Internet, TV, and Home Phone services, with a strong focus in Alberta and the potential to support nationally. We are not a reseller of incumbent carriers - we design, deploy, and operate our own fibre optic infrastructure.
We’re growing, and we’re looking for a Tier 1 Customer Support Representative who thrives in a quick-paced, customer-focused environment and enjoys solving problems that directly impact customer experience.
Responsibilities   Handle inbound customer inquiries via phone, email, and chat
Provide Tier 1 support for Internet, TV, and Phone services
Troubleshoot and resolve basic technical, billing, and service issues
De-escalate customer concerns professionally and empathetically
Accurately log, update, and close tickets in the CRM/ticketing system
Educate customers on services, tools, and self-service options
Escalate issues according to defined SOPs and workflows
Collaborate with Tier 2/3 Support, Finance, Network, and Sales teams
Identify recurring issues and contribute feedback for process or knowledge base improvements
Perform other duties as assigned
Qualifications & Experience    Must-haves
1 year of high-volume call center or customer support experience
1 year of technical support experience (telecom or ISP preferred)
Strong verbal and written communication skills
Active listening and de-escalation skills
Strong attention to detail and documentation accuracy
Ability to follow SOPs and structured workflows
Comfortable working in KPI-driven environments
Nice-to-haves
Experience in ISP, telecom, or technical support environments
Familiarity with CRM or ticketing systems
Basic understanding of networking or service provisioning concepts

Experience with AI-assisted or automated support tools
Education   High School Diploma required
Post-secondary education considered an asset
Why you’ll love working at Moby  In addition to a competitive compensation and benefits package, you’ll enjoy a culture built on tenacity, collaboration, trust, growth, and having a good time doin’ it. You'll love the hybrid work environment, casual dress, on-site gym access and paid time off!
We love our people, so we invest in regular team events, development sessions, and cross-functional collaboration.
Here’s what the Moby team says:
“The flexibility is real. I can work from home, manage my day, and still feel totally supported.”
“Zero micro management. They trust me to deliver and that makes me want to deliver even more.”
“You actually get to build things here. If you have an idea, you can take it from concept to launch.”
“It’s exciting working for a disruptor. We’re taking on industry giants and making an impact.”
“Moby is a karaoke company!”
Tenacity, collaboration, and innovation - that’s the Moby way.

#J-18808-Ljbffr