Tier 1 Customer Support - 12 Month Term at Moby

Calgary, Alberta, Canada -

Full Time

Start Date

Immediate

Expiry Date

12 Aug, 26

Salary

0.0

Posted On

14 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Problem-Solving, De-escalation, CRM, Ticketing Systems, Communication, Attention To Detail, Active Listening, Process Improvement, Troubleshooting, Documentation

Industry

Telecommunications

Description

Company: Moby (a division of Western Fibre Communications Corp.) Department: Customer Experience Industry: Telecommunications Target Start Date: August 1, 2026 Candidate Areas of Interest: Technology, Customer Support, Technical Support, Problem-Solving, Organized, Attention to detail, Team Collaboration, Continuous Learning, Adaptability, Excellent communication and process improvement Work Location: Hybrid after training * Training requirement: Minimum 2 weeks in-office in Calgary, AB * Post-training schedule: 2 days in office / 2 days remote About Moby Moby is an independent fibre optic telecommunications provider delivering high-speed Internet, TV, and Home Phone services, with a strong focus in Alberta and the potential to support nationally. We are not a reseller of incumbent carriers - we design, deploy, and operate our own fibre optic infrastructure. Finally, an alternative. We’re growing, and we’re looking for a Tier 1 Customer Support Representative who thrives in a fast-paced, customer-focused environment and enjoys solving problems that directly impact customer experience. About the Role As a Tier 1 Customer Support Representative, you’ll be the first point of contact for our customers. You’ll handle high-volume inbound inquiries, resolve common technical and billing issues, and ensure accurate documentation while knowing when and how to escalate issues appropriately. This role is critical to maintaining customer satisfaction, reducing escalations, and supporting efficient operations across the organization. Key Responsibilities * Handle inbound customer inquiries via phone, email, and chat * Provide Tier 1 support for Internet, TV, and Phone services * Troubleshoot and resolve basic technical, billing, and service issues * De-escalate customer concerns professionally and empathetically * Accurately log, update, and close tickets in the CRM/ticketing system * Educate customers on services, tools, and self-service options * Escalate issues according to defined SOPs and workflows * Collaborate with Tier 2/3 Support, Finance, Network, and Sales teams * Identify recurring issues and contribute feedback for process or knowledge base improvements * Perform other duties as assigned. Qualifications & Experience Must-haves * 1+ year of high-volume call center or customer support experience * 1+ year of technical support experience (telecom or ISP preferred) * Strong verbal and written communication skills * Active listening and de-escalation skills * Strong attention to detail and documentation accuracy * Ability to follow SOPs and structured workflows * Comfortable working in KPI-driven environments Nice-to-haves * Experience in ISP, telecom, or technical support environments * Familiarity with CRM or ticketing systems * Basic understanding of networking or service provisioning concepts * Experience with AI-assisted or automated support tools Education * High School Diploma required * Post-secondary education considered an asset Why you’ll love working at Moby In addition to a competitive compensation and benefits package, you’ll enjoy a culture built on tenacity, collaboration, trust, growth, and having a good time doin’ it. You'll love the a hybrid work environment, casual dress, on-site gym access and paid time off! We love our people, so we invest in regular team events, development sessions, and cross-functional collaboration. Here’s what the Moby team says: * “The flexibility is real. I can work from home, manage my day, and still feel totally supported.” * “Zero micro management. They trust me to deliver and that makes me want to deliver even more.” * “You actually get to build things here. If you have an idea, you can take it from concept to launch.” * “It’s exciting working for a disruptor. We’re taking on industry giants and making an impact.” * “Moby is a karaoke company!” Tenacity, collaboration, and innovation - that’s the Moby way.

Responsibilities

Act as the first point of contact for customers to resolve technical and billing issues for Internet, TV, and Phone services. Responsibilities include handling high-volume inquiries, documenting tickets in the CRM, and escalating complex issues to higher-tier support teams.