The whole company is built around customer service. When a customer calls, you're the person who picks up and the reason they tell other people about us. You'll know customers by name and by business.
What you'll do
- Answer customer calls, emails and tickets, and see them through to resolved
- Troubleshoot call quality, handset, network and configuration issues
- Make changes to call flows, extensions and voicemail as customers grow
- Escalate quickly when something is bigger than a phone call
- Share the rotating after-hours emergency schedule with the team
What we're looking for
- Experience in customer support, help desk or a technical service role
- Genuine patience — people call us when they're already frustrated
- Clear written and spoken English, and the ability to explain without jargon
- Curiosity about how things work, and the persistence to find the real cause
Nice to have
- Familiarity with VoIP, hosted PBX or telecom systems
- A second language spoken by Metro Vancouver businesses
