Business Service & Support Representative

Designated office:

Eastlink

6080 Young Street

Halifax, NS

This position is:

On-site - working all 5 days per week in the Office

Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications, and exclusive locally produced programming on Eastlink Community TV.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

Reporting to the Manager, Business Service and Support, the Business Service & Support Representative is primarily responsible for supporting Eastlink's business customers, processing change of service requests, while also acting as front-line support for telephone related service issues. There may be additional support responsibilities, including supporting and troubleshooting managed-Wi-Fi networks for enterprise and commercial business customers. As the Business Sales & Support team is the front line of communication to our customers, they also play a key part in managing client expectations and relationships.

Responsibilities:

• Tier 1 telephone troubleshooting, checking for proper configuration, user error and known issues.
• Tier 1 managed-Wi-Fi troubleshooting, checking for basic infrastructural issues, user error and known issues.
• Dispatch techs for on-site support when necessary.
• Process change, installation, and disconnection requests for business telephone services.
• Answer inquiries regarding billing and services.
• General account administration.
• Creating, sending or reviewing reports for Business customers
• Fraud monitoring.
• Managing client expectations and relationships.

Qualifications:

• Grade 12 required.
• 1 year of Customer Service or call center experience
• Relevant work experience in basic technical support
• Previous experience with Telephony programming and troubleshooting is considered an asset.
• Strong abilities in multi-tasking and managing changing priorities.
• Talent with providing solutions and/or improvements to processes.
• Availability to perform shift work.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here!