Customer Experience, Roadpost

• 1–2 years of experience in a customer or technical support role, ideally in wireless or satellite communications
• Post-secondary diploma or equivalent experience
• Technical aptitude with comfort using satellite and wireless communication technologies
• Strong communication skills—both verbal and written—with the ability to explain technical concepts clearly
• Troubleshooting and problem-solving skills with a resourceful, analytical mindset
• Customer focus and professionalism in managing difficult interactions and driving positive outcomes
• Self-management skills in a hybrid work environment with reliable broadband internet
• Team player attitude with initiative and cross-departmental collaboration skills
• Computer proficiency, including MS Office, web navigation, and ticketing systems like Zendesk. CRM experience is a plus

Desirable

• As a Tier 1 Product Support representative, you will be the first point of contact for customers using ZOLEO, Roadpost, and BlueCosmo products, helping them stay connected—anywhere
• Your support will directly impact customer satisfaction, retention, and the continued success of our satellite communication services
• As part of our evolving support strategy, you’ll also contribute to the adoption and integration of AI-powered tools and processes, helping enhance troubleshooting efficiency, streamline workflows, and improve overall customer experience
• Deliver frontline technical support. Assist customers via phone, live chat, and email with product setup, activation, connectivity issues, network provisioning, and configurations
• Diagnose and resolve issues. Troubleshoot signal acquisition, firmware updates, and service disruptions. Escalate complex cases to Tier 2 support where needed
• Own support tickets. Manage the full lifecycle of support tickets—from initial contact to resolution—while ensuring timely updates and customer follow-through
• Enhance the customer experience. Guide users on optimal use of our products, proactively share best practices, and contribute to satisfaction and retention
• Contribute to continuous improvement. Stay informed on evolving products and troubleshooting techniques. Share feedback to improve support processes and customer experience
• Collaborate with the team. Engage in training, team meetings, and feedback sessions to meet SLAs, maintain quality benchmarks, and support process improvements
• Support flexible operations. Work shifts between 6 a.m. and 12 midnight local time, with potential for after-hours, weekend, and holiday coverage based on business needs
• Note: This position is seasonal. The contract will conclude October 31, 2025