Customer Advisor
Cold Lake, Alberta, Canada
2d ago
source : Glassdoor, Inc.

Tucows has been working on the Internet since the days when people unironically called it the Information Superhighway.

Today, we’re the second largest domain wholesaler in the world with 25 million domains under management (OpenSRS / Enom).

We’re doing all kinds of interesting things, including running an MVNO cell phone service (Ting) and building true fiber to the premises networks in towns and cities across the US (Ting Internet).

We offer individual and small business domains and integration with various popular platforms (Hover / Ascio).

We’re a team of over 600 people serving tens of millions of customers around the world. Our growth has been incredible, smart and measured (NASDAQ : TCX, TSX : TC).

Our success is built on a solid technical and financial foundation.

About the opportunity :

As a Customer Advisor within our Ting Mobile business, you are the first and only point of contact for our customers. You are the helpful and humble voice of the company whether they are contacting us to activate their new phone, make a payment or troubleshoot a weird technical issue, via emails, chat, phone, social media - you’ve got them covered.

This is a fast-paced and challenging role. We are looking for smart, self-motivated, passionate, and focused individuals who embrace the challenges that come with responding to each customer’s unique situation.

We strive to provide exceptional customer service, value and easy to use tools no exceptions! Our goal is for every customer to leave their interaction with them feeling happy and well informed.

Successful candidates will be hired as remote employees with training location in Cold Lake, AB.

What you'll bring :

  • Your love of mobile devices and the internet, along with a strong desire to help people.
  • Must be a self-motivated with strong problem-solving skills and a track record of meeting and exceeding goals / KPIs
  • Must have exceptional customer experience to provide clear and concise direction to education and updates customers in a timely fashion
  • Must be detail-oriented, and quality focused
  • A tech-savvy, comfortable entering and retrieving data using a variety of software platforms
  • Timely follow-through, consistency and a getting things done attitude
  • Ability to understand & execute on processes
  • Knowledge of various support center tools
  • Ability to multi-task as you’ll be required to chat with customers, type your notes all while working with multiple tools and resources.
  • Be available for an 8.5-hour shift (which vary per month) anywhere from 8 : 00 am to 1 : 00 am EST Monday to Friday and 8 : 00 am to 11 pm EST Sat and Sunday.
  • Please note that hours are in EST time zone.

  • Your Internet connection must have a Cable or DSL connection with a minimum 10Mbps download speed and 1Mbps of upstream (upload) speed or higher.
  • Your workspace must be free of excessive noise from pets, construction or other people in the household. And if your circumstances change, it is your responsibility to arrange alternative arrangements.
  • Ie come to the office while construction is taking place .

    We believe diversity drives innovation. We are committed to inclusion across race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

    We celebrate multiple approaches, and diverse points of view that drive us forward every day.

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