Customer Experience

2 weeks ago

Moncton, Canada Roadpost Full time

**Why**T**his**R**ole**M**atters**:**

Roadpost is a leading provider of mobile satellite solutions, trusted by individuals and organizations that operate beyond terrestrial cellular coverage. 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.

**What**Y**ou’ll**D**o**:

- 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.

**Qualifications &**S**kills**:
**Must-Have**
- 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.

**Nice-to-Have**
- Fluency in multiple languages, especially French.
- Experience with Zendesk or similar helpdesk tools.
- Familiarity with AI tools and technologies, especially those used in customer support (e.g., AI chatbots, automated ticketing, sentiment analysis).
- Interest in how AI can improve troubleshooting efficiency, optimize support, and enhance customer experience.

**What We Offer**
- Competitive base compensation and performance-based incentives.
- Hybrid work environment (typically 2 days/week in office).
- An inclusive, collaborative culture that values learning, experimentation, and purpose.

**_Note: _**_This position is seasonal. The contract will conclude _**_October 31, 2025._

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