Tier 1 - Customer Experience Representative Part Time

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 design, deploy, and operate our own fibre‑optic infrastructure and are not a reseller of incumbent carriers.

As a part‑time Tier1 Customer Support Representative you’ll be the first point of contact for customers, handling high‑volume inbound inquiries, resolving common technical and billing issues, and ensuring accurate documentation while knowing when and how to appropriately escalated issues. This role is critical to maintaining customer satisfaction, reducing escalations, and supporting efficient operations across the organization.

• Handle inbound customer inquiries via phone, email, and chat
• Provide Tier1 support for Internet, TV, and Phone services
• Diagnose 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 Tier2/3 Support, Finance, Network, and Sales teams
• Identify recurring issues and contribute feedback for process or knowledge‑base improvements
• Perform other duties as assigned

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

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

• High School Diploma required
• Post‑secondary education considered an asset

Competitive compensation and perks package. Hybrid work environment, casual dress, on‑site gym access, and paid time off.

Part‑time evening shifts 7pm–11pm. Minimum 2 weeks in‑office in Calgary, AB.