Echo tech Jobs in Markham, ON

TECH SUPPORT REPRESENTATIVE

About telMAX Inc. :

telMAX has been designing and building a cutting-edge telecommunications platform using the most advanced technology available. Recognized for three consecutive years as Canada’s Fastest ISP, telMAX has ambitious plans to bring its 100% fibre networks to residential and business customers in Ontario.

Your Position & How You Will Contribute :

Based in York Region with a hybrid working environment, the Customer Service Representative reports to the Customer Service Team Lead and is dedicated to assisting customers with inquiries, concerns, complaints, or any issues related to our products and services. This role is focused on building and maintaining positive relationships with customers to achieve high levels of customer satisfaction, ultimately enhancing sales potential and customer retention.

Responsibilities & Key Duties include :

• Respond to customer inquiries via telephone and online channels, providing information about products or services, processing orders, updating accounts, and documenting complaints.
• 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 technical issues related to internet connectivity, equipment, and network performance.
• Guide customers through 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.

Attributes :

Education :

Secondary (high) school graduation certificate or equivalent experience.

Experience :

Why you Should Join telMAX Inc.

We are a dynamic organization that is growing and you don’t want to miss out on the fun.

We offer a competitive compensation package!

Flexible working environment, yes you can work from home or the office… what works for you?

Benefits (Medical, Dental, and Vision)

Health Spending Account (HSA)

RRSP matching program

Bonuses

And so much more…

Apply now to be part of our exciting journey!

Equity Statement

telMAX Inc. is a staunch advocate for diversity in all its forms, and especially welcomes applications from members of the BIPOC (Black, Indigenous, and People of Colour) community, women, people with disabilities, the LGBTQ+ community, and those of diverse intersectional identities. Accommodations are available on request for candidates taking part in all aspects of the selection process as well as part of employment with telMAX Inc. In accordance with the AODA Act, for applicants with disabilities accommodation will be provided throughout the search process.

Application Process

Interested applicants can apply using the “Apply” option on the posting or send their resume to [email protected] referencing “ Tech Support Representative ” in the subject line. telMAX Inc. invites applications from all qualified candidates; however Canadian citizens and permanent residents may be given priority.