Technical Support Representative – Work from Home – Eastlink

Dartmouth, NS, Canada Req #1059
Tuesday, January 19, 2021
Powered by state-of-the-art fibre optic and wireless networks, Eastlink delivers world-class video entertainment and communications services to residential, business and public sector customers across Canada. As one of Canada’s Best Managed Companies for 11 consecutive years, Eastlink provides high speed Internet, wireless, TV, telephone, security and automation, data communications and exclusive, locally-produced programming. Headquartered in Halifax, Nova Scotia, Eastlink is the largest privately owned telecommunications Company in Canada with an employee base of just over 1500 individuals.

The Tier 2 Tech agent will be responsible for supporting technical support representatives in trouble shooting Residential and Business cable, Internet, telephone, mobile and home security. The Tier 2 Tech agent will be responsible for dealing with escalated customer calls related to these inquiries. In addition, this role will be responsible for facilitating frontline representatives to make empowered decisions through real-time guidance and support.

This role is the key communication and informational channel for Customer Care management with respect to real-time market, customer, systems and service issues. The successful candidate will be customer focused, have exceptional analytical and communication skills coupled with the skills sets to manage in a fast paced, environment.

Duties and Responsibilities:

Provide real-time support to frontline staff
Enable frontlines to make informed decisions in line with our business objectives
First point of contact for customer escalations from all channels
Complete all offline work as assigned within set targets
Identify process and/or training gaps through daily interactions with frontline
Provide feedback in order to facilitate process improvements
Take initiative to support continual improvement
Key feedback channel for customer, market, system and service issues
Interacts with other Eastlink departments to resolve customer issues quickly and with 1st call resolution

1-2 years’ experience providing technical related support in a service related organization
Customer Service Focused
Time Management Skills
Strong Communications skill, both written and oral
Flexible / Adaptable
High sense of Accountability
Technically inclined; Excel, word, and outlook usage is high and will need to be comfortable learning and working with our internal software programs.
Post-Secondary education in an IT related field would be considered an asset
Intermediate knowledge of telecommunications and the cable / entertainment business an asset
Ability to work in a 7 day /week, multi-shift environment
Why Choose Eastlink?

Eastlink brings you technology in a way that people would want it. We work hard to provide the best products – Internet, TV, Wireless, Telephone, and Security and Automation – to keep our customers connected to the things and people that matter the most. By putting our customers and their needs at the centre of it all we can show them something special and provide a unique brand experience. We are extremely proud of our employees and believe the best people make the best companies. As we continue to grow, our goal is to continue to attract the best people. Dedicated to representing all of the customers we serve, we embrace diversity throughout all levels of the organization and encourage members of equity groups to self-identify during the application process. Ready to explore an exciting career at Eastlink? Your journey begins here.

Apply now