canadianfiberoptics

Technical Support Supervisor

Calgary, Alberta · Full-time

Sponsorship not specifiedDetected 20 days ago

CRMExcelPerformance ManagementCustomer SupportLeadershipCommunicationProblem SolvingMentoringMicrosoft OfficeFiber Optics

About the role

This role involves leading the team to troubleshoot complex technical issues, ensuring the timely resolution of service requests, and maintaining high levels of customer satisfaction.
This role also involves coordinating escalations, managing shift schedules, and implementing strategies to enhance team efficiency and technical expertise.
Monitor daily operations to ensure efficient, accurate, and empathetic resolution of customer inquiries across multiple channels (phone, email, chat).

This is a full-time position (40 Hrs/week) and requires being on-call and available to support our evening and weekend shifts.
The supervisor will provide guidance, training, and mentorship to team members, monitor performance metrics, and collaborate with other departments to improve processes and systems.
Develop and maintain procedures, training materials, and documentation for all areas of Technical Service, assist in training and support our Tier 1 CSRs
Collaborate with cross-functional teams such as Network Operations, Sales, and IT to address complex issues, roll out new products and processes and improve internal processes.
Drive behaviors in performance to meet or exceed departmental KPIs
Experience in a customer service and technical support environment, including at least 2 years in a supervisory or leadership role.
We check our egos at the door, roll up our sleeves, move fast, get things done and support each other.

4 years experience in a similar role.
Experience in the telecommunications industry is an added advantage.
Hands-on experience with technical troubleshooting with Internet, Wi-Fi, IPTV and Voice service.
Proficiency with CRM, ticketing, and billing systems
Microsoft Office Suite (Excel, Outlook, Teams) required.

Handle complex customer escalations, ensuring timely and effective resolution of technical issues.
Track and analyze performance metrics including response times, quality scores, first-call resolution, and customer satisfaction.
Champion a customer-first culture that promotes accountability, teamwork, and continuous improvement.
Excellent communication, problem-solving, and conflict-resolution skills.

We are consistently working to provide a safe work environment, competitive wages – including strong commission-based compensation, and many opportunities to learn and grow.

Support workforce management by monitoring attendance, scheduling, and ensuring appropriate staffing coverage.

Canadian Fiber Optics (CFOC) and Northern Lights Fiber is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets.
We are built on a foundation of Courage, Curiosity, Compassion and Humility.
And the truth is… we love what we do!
Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.
About the Company
Canadian Fiber Optics (CFOC) and
we bring best-in-class broadband internet to rural and underserved markets.
What we are looking for:
The "work-hard-play-hard" isn't just a saying for us - we are agile, passionate and energetic.
We are seeking an experienced and motivated Technical Support Supervisor to support our CARE team and oversee Technical Support Representatives.
Supervise, coach, and motivate a team of Technical Service Representatives who handle tier 2 technical support for our Internet, Wi-Fi, IPTV, voice services and more to both our residential and business customers.
We are consistently working to provide a safe work environment, competitive wages - including strong commission-based compensation, and many opportunities to learn and grow.
If you commit to delivering results and make a difference, we look forward to hearing from you.

This listing is sourced directly from canadianfiberoptics's careers page and normalized into a canonical job model.