Inbound Customer Service Representative (English) - On Site

NTT
Ottawa
Workplace: OnsiteFull timeCAD 19+ hourlyFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Communication","Empathy","Problem-solving","Multitasking","Calm under pressure"]

Handle inbound calls from telecom customers about internet, Wi‑Fi, modem, and account-related questions. Provide mild troubleshooting (e.g., modem resets, connection checks, outage verification, Wi‑Fi settings) and clearly explain plans, billing, usage, equipment, and service features. Create and update customer accounts, service tickets, and documentation in CRM systems, educate customers on self-service tools, and escalate complex issues to technical support or field teams.

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FursaFursa
NTT
NTT
3 months ago

Inbound Customer Service Representative (English) - On Site

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Last checked: 2 hours agoStatus: Live

Job Summary

Handle inbound calls from telecom customers about internet, Wi‑Fi, modem, and account-related questions. Provide mild troubleshooting (e.g., modem resets, connection checks, outage verification, Wi‑Fi settings) and clearly explain plans, billing, usage, equipment, and service features. Create and update customer accounts, service tickets, and documentation in CRM systems, educate customers on self-service tools, and escalate complex issues to technical support or field teams.
Location: Ottawa
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer inbound calls from clients regarding internet, Wi‑Fi, modem, and account-related questions.
  • •Perform mild troubleshooting by guiding customers through modem resets, checking connections, verifying outages, and reviewing Wi‑Fi settings.
  • •Provide clear explanations of plans, billing, usage, equipment, and service features.
  • •Create and update customer accounts, service tickets, and documentation in CRM systems.
  • •Educate customers on self-service tools, equipment care, and tips for improving home Wi‑Fi performance, while coordinating escalations when needed.

Pay and Benefits

Salary: CAD 19 hourly
Perks:Health InsuranceVisionDentalRrspDisabilityRewards RecognitionLearning Budget

Key Requirements

  • •High school diploma required.
  • •Minimum 1 year of customer service experience.
  • •Previous experience in a call center or technical support environment is an asset.
  • •Basic understanding of internet and Wi‑Fi concepts (modems, routers, signal strength) or willingness to learn.
  • •Strong communication skills to explain technical steps in simple, friendly language.
Experience:1+ years
Education:High School
Skills:CommunicationEmpathyProblem-solvingMultitaskingCalm under pressure
Languages:English
Tech Stack:CRMModemsRoutersWi‑Fi

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn