Customer Experience - Tier 1 Product Support (Contract)

About Roadpost:

Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere.

Roadpost has over 90 employees between our Toronto and Seattle offices, serving over 140,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions. We value innovation, teamwork, and an entrepreneurial ability to get things done.

We invite you to get to know more about us: www.roadpost.com, www.bluecosmo.com, and www.zoleo.com.

Summary:

As Tier 1 Product Support, you will be the first point of contact for ZOLEO, Roadpost and Bluecosmo customers, providing frontline technical troubleshooting and support for satellite wireless voice and data communication products and services. You will assist customers across multiple channels, including phone, live chat, and tickets, diagnosing and resolving connectivity issues, device activation failures, network provisioning challenges, and configuration concerns.

You will guide users through setup, provisioning, network settings, and optimal usage of our products and services, ensuring a smooth customer experience while escalating more complex technical issues to Tier 2 Product Support.

This role plays a key part in customer satisfaction and retention by delivering clear, accurate, and efficient technical assistance while adhering to Service Level Agreements (SLAs).

This position reports to the Team Lead, Customer Experience and operates in a hybrid work environment.

Key Responsibilities:

• Frontline Technical Support: Provide Tier 1 support via live chat, email, and phone, assisting with network connectivity, device activation, provisioning, and configurations for satellite communication products.
• Technical Issue Resolution: Diagnose and troubleshoot various issues including signal acquisition, firmware updates, and service disruptions, ensuring timely solutions or escalation to Tier 2 when necessary.
• Ticket Ownership: Manage and track support tickets from initial contact to resolution, ensuring clear communication and follow-through.
• Customer Guidance: Assist users with setup, optimization, and best practices, enhancing product performance and user experience.
• Continuous Learning: Stay up to date on product developments, troubleshooting techniques, and industry advancements. Proactively engage on escalated tickets for new learnings and provide feedback to support various product or process improvements.
• Performance & Collaboration: Meet SLAs, quality benchmarks, and productivity goals while engaging in training, team meetings, and process improvements.
• Customer-Centric Approach: Ensure every interaction is professional, accurate, and solution-focused, fostering trust and long-term satisfaction.
• After hours: After hours, weekend, and holiday coverage will be required as business needs fluctuate.

Qualifications & Skills:

• Technical Aptitude: Comfortable working with wireless and satellite communication technologies, with a strong desire to learn and grow in the industry.
• Experience: 1-2 years in a customer support or technical support role, preferably in the wireless communication or satellite industry.
• Education: Post-secondary diploma or equivalent experience.
• Communication: Strong verbal and written skills, personable, and solution-oriented in providing clear explanations to customers.
• Problem-Solving: Resourceful, analytical, and skilled in troubleshooting technical issues.
• Customer Focus: Ability to handle challenging customer inquiries, ensuring positive outcomes and maintaining long-term customer satisfaction.
• Self-Management: Well-organized, adaptable, and able to manage multiple tasks while working in a hybrid environment (reliable broadband internet required).
• Collaboration & Initiative: Team player with a proactive approach to daily operations, collaborating effectively across departments when needed.
• Technical Proficiency: Strong computer skills, including Microsoft Office, web navigation, and experience with ticketing systems (e.g., Zendesk). Familiarity with CRM tools is an asset.
• Language Skills: Fluency in additional languages is an asset.

Shifts will be 8 hours, between 6am EST to 12 midnight local time (with appropriate breaks). Shift times will be assigned upon hire and are subject to change. After hours, weekend and holiday coverage will be required as business needs fluctuate.
Nice to Have:

• Proficiency in multiple languages, with preference for French fluency.
• Experience with Helpdesk software, particularly Zendesk.

What we Offer:

• 6-Month contract
• Competitive base salary
• Paid vacation
• Remote work