Technical Support Representative (October start date)

EH!tel Networks LP | North York, Ontario

About the Role

EH!tel Networks is looking for a Technical Support Representative who brings hands-on telecommunications experience and genuine customer focus to every interaction. This is a front-line role with real impact -- you'll be the person customers rely on when something isn't working across our EH!tel, Axle, and GBTel networks, and your ability to troubleshoot quickly and communicate clearly will directly shape their experience.This role is based in North York and reports to the Manager, Technical Support.

What You'll Do

- Serve as the first point of contact for customers experiencing technical issues with products and services across the EH!tel, Axle, and GBTel networks
- Troubleshoot internet, voice, television, and network-related issues and guide customers through resolution step by step
- Take ownership of issues from first contact through to resolution or escalation, keeping customers informed along the way
- Create and maintain accurate trouble tickets, documenting issues, steps taken, and outcomes
- Initiate service orders and coordinate with internal teams including technical operations and field staff as needed - this is CSR focused?
- Monitor service interruptions and act quickly to restore service with minimal customer impact
- Follow up with customers to confirm resolution and ensure their expectations have been met
- Identify and share opportunities to improve internal documentation, tools, and support resources
- Recognize opportunities to promote products and services across the EH!tel, Axle, and GBTel portfolios where relevant

What You Bring

- Direct experience working in a telecommunications environment is required -- you understand how internet, voice,



and network services work and have supported customers through technical issues in that context
- Post-secondary education in Computer Technology or a related field, or equivalent experience gained through hands-on work in the telecom industry
- Demonstrated ability to troubleshoot and resolve technical issues with a methodical approach
- Clear, confident communication -- you can translate technical language for non-technical customers without making them feel talked down to
- Strong conflict resolution skills and composure when handling difficult situations
- High attention to detail, particularly when documenting issues and resolutions
- Ability to manage multiple priorities in a fast-paced environment

Work Environment and Schedule

- Full-time, in-office position based in North York, Ontario
- Shifts may include days, evenings, and weekends
- Work is primarily computer and phone-based with regular collaboration across internal teams

Why EH!tel EH!tel is a growing telecommunications company where the work you do is visible and your contributions matter. You'll support customers across three networks -- EH!tel, Axle, and GBTel -- giving you broad exposure to different products and service environments. If you're an experienced telecom support professional looking for a role where you can build on what you know and grow with a company, this is a robust fit.

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Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits

- Dental care
- Extended health care
- Paid time off
- RRSP match

Ability to commute/relocate:
- North York, ON: reliably commute or plan to relocate before starting work (required)

Education:
- Secondary School (required)

Experience:
- telecommunications: 2 years (preferred)

Location:
- North York, ON (preferred)

Work Location: In person

📌 Technical Support Representative (North York)
🏢 EH!tel
📍 North York