Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

Job Type: Part Time, Permanent Compensation: From 19,00 $ to 21,00 $ per hour Scheduled Hours: Flexible, minimum of 20 hours weekly with flexibility to be scheduled up to 37.5 hours weekly as needed

PRIMARY DUTIES : The Customer Support Representative**is a role supporting inbound customer service of a Telecommunications company.

HIERARCHY :_Customer Support Representative _reports directly to the _BPO Team Lead _who reports to the _BPO Senior Manager who reports to the BPO Practice & Customer Success Director who reports to the Executive Vice President CX Practice_ who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer .

PRIMARY TASKS AND RESPONSIBILITIES :

- Respond to customer inquiries about their telecommunication plans and services.
- Assist clients with telecommunication products and issues
- Review Customer's account and assess their needs
- Provide general information about the organization.
- Refer clients to specialists when needed.
- Receive, understand, resolve complaints,



and offer solutions.
- Advise and recommend products and services that meet the customer's needs
- Provide customers, based on their needs, with information about products, services, and current promotions
- Schedule and confirm appointments with customers for service subscription requests
- Create, complete, and correct purchase orders (PO) according to customer requests
- Identify and suggest improvements to enhance our services.
- Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.).
- Other duties as assigned.

COMPENTENCIES :

- Strong, clear and effective English and French written and verbal communication skills
- Attention to detail and accuracy.
- Exceptional team spirit and proactivity
- Exceptional time management and multitasking abilities.
- Remaining positive and persistent
- Good organizational skills
- Ability to work in a team.
- Flexible, reliable and trustworthy.
- Excellent interpersonal and communication skills
- Analytical thinking, initiative
- Compliance with standards and deadlines
- Protecting confidentiality
- Exceptional Attendance and punctuality
- Quality-focused, responsible, organized, able to prioritize
- Time management skills to multitask and adhere to SLAs.

REQUIRED EDUCATION & EXPERIENCE :

- High school diploma or equivalent

- Customer Service:



1-3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus . :

- User experience with good working knowledge of the Office Suite

- Comfortable with technology

- Telecommuncations product knowledge is an asset

TECHNICAL REQUIREMENTS :

- Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint
- Genesys Cloud CX, a plus

LANGUAGE SKILLS :English & French

Fluency in French and English (spoken and written). Over 80% of New Era's clientele is English-speaking.

WORK ENVIRONMENT :This role will be performed remotely.

PHYSICAL DEMANDS : Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute

EXPECTED HOURS OF WORK :Typically, minimum of 20 hours per week — Monday to Friday, day/evening shifts (8 AM-8 PM rotation). Flexibility to increase up to 37.5 hours per week based on customer needs. Overtime may be offered on occasion if necessary to meet customer requirements.

TRAVEL :No

BENEFITS AND COMPENSATION :

- Advantages:

- Computer equipment provided.

- No sales or solicitation.

- Minimum 20 hours per week, Monday to Friday. Flexibility to schedule up to 37.5 on occasion as necessary.

- Dynamic work environment and great team.

- Paid training.

- Quick onboarding.

- Compensation:

- Starting salary: $19-$21 per hour (CAD)

- Two paid sick days (after 3 months of employment).

- Two weeks of vacation.

- RRSP program (available after 6 months of employment).

- Paid holidays.

- Group insurance (available afte

📌 Customer Support Representative (Quebec City)
🏢 New Era Technology
📍 Quebec City