Technical Field Support Representative

About the Company

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.

Job Summary:

We are looking for a proactive and detail-oriented Technical Field Support Agent to join our team. This role focuses on service provisioning, technical troubleshooting, and supporting field technicians while also assisting customers with service-related inquiries to ensure accurate service activation and timely issue resolution.

What you will be doing:

Service Provisioning & Activation

• Coordinate and support service provisioning, ensuring new installations, upgrades, and equipment activations are completed accurately and efficiently.
• Coordinate and support service provisioning activities, including new installations, upgrades, equipment activations, and service changes.
• Monitor provisioning workflows, validate service configurations, and ensure services are activated according to operational standards.
• Complete installation checklists and assess the quality of installation services to ensure compliance with established standards.

Technical Support & Troubleshooting

• Work closely with field technicians and internal technical teams to troubleshoot provisioning, activation, and equipment-related issues.
• Provide technical support to field technicians and customers via phone, email, and chat, guiding them through troubleshooting and service restoration when required.
• Diagnose and resolve issues involving ONTs, routers, voice services, IPTV, and other customer-premises equipment.

Documentation & Collaboration

• Accurately document customer interactions, provisioning activities, troubleshooting steps, and technical resolutions while following established processes.
• Collaborate with Field Operations, Network Operations, and Customer Care teams to ensure timely resolution of service-impacting issues.

What we are looking for:

• A minimum of 2 years experience in a similar role.
• Experience in telecommunications, technical support, customer service, service provisioning, or a related role.
• Strong understanding of service activation, equipment provisioning, and troubleshooting processes.
• Experience supporting field technicians and customers with technical issues in a fast-paced environment.
• Excellent problem-solving, communication, and multitasking skills.
• High attention to detail and ability to follow structured operational processes.
• Comfortable working with provisioning platforms, CRM systems, ticketing systems, billing platforms, and network management tools.
• Team player with a proactive attitude and commitment to continuous learning.
  

What We Offer:

At Canadian Fiber Optics Corp. our priority is our employees. The “work-hard-play-hard" isn’t just a saying for us - we are agile, passionate and energetic. We check our egos at the door, roll up our sleeves, move fast, get things done and support each other. Our leaders inspire the team, truly welcoming all members to be open, honest and provide feedback without fear of judgement. We want the curious, the champions and the collaborators.

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.

Work Schedule:

• Must be available to work evenings and weekends based on customer and business needs.
• Participation in a rotational on-call schedule may be required.