Offer summary

Qualifications:

Two or more years of experience in a customer service role, preferably in a telco or internet service provider., Solid written and oral communication skills with high attention to detail., Experience with scheduling & dispatching software and vendor management is preferred., Knowledge of construction practices and experience with property management is a plus..

Key responsabilities:

Coordinate the resolution of construction-related concerns and communicate with residents regarding repairs.

Provide day-of-job support as the first point of contact for field technicians and local operations teams.

Monitor work orders for quality and accuracy, ensuring optimized routing for local operations.

Assist with data collection and interpretation related to operational analytics and vendor performance.

Job description

Ting Internet is a leading fiber Internet provider in the United States, delivering future-proof internet in over a dozen Ting Towns across the country.

As part of Tucows (NASDAQ:TCX, TSX:TC), Ting is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the internet!

The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

About the opportunity:

As a Fiber Operations Support Coordinator you will work as a member of the National Fiber Operations Support Team to provide high quality support and governance for all local fiber operations teams as well as with Ting’s in market vendors. You will also be a critical part of Ting’s Construction Experience program as you receive customer reports, document them and then triage a resolution with our internal and external resources.

This is a remote position that requires you to work in the Pacific Time Zone.

What you will be doing:

Coordinate the resolution of construction related concerns including damage to private property, infrastructure and installation damages
Correspond with residents regarding repairs and reimbursements
Provide high-quality day-of-job support as the first point of contact for field technicians and local operations teams across all Ting markets
Monitor scheduled and completed work orders for quality and accuracy, and ensure routing is optimized for local operations teams across all Ting markets
Assist with the collection and interpretation of data as it relates to national and local operational analytics
Ensure all operational playbooks, processes, and procedures are followed and provide feedback as appropriate
Assist local teams with workforce & capacity planning
Monitor vendor related SLAs and present data as it relates to national vendor performance

A bit about you:

High quality and authentic customer service skills and experience
Ability to work effectively in a distributed team environment with remote resources
Willingness and ability to provide direction, guidance, and support to cross-functional peers
Solid written and oral communication skills
Ability to be well organized and handle multiple priorities in a fast paced environment
High attention to detail and accuracy
Ability to thrive in a rapid growth environment, requiring an entrepreneurial spirit

Experience and Qualifications:

Two or more years of experience in a customer service role, preferably in a telco or internet service provider
User-experience with one or more versions of scheduling & dispatching software is preferred
Dispatching, vendor management, and data analytics experience is an asset
Knowledge of construction practices is a plus
Experience with property management, real estate, or dealing with HOAs/housing co-ops/condominiums is preferred
Growth mindset required – Must be driven to grow and succeed professionally

The base salary range for this position is $45,000 - $55,000 USD for US residents OR $48420 - $53,800 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.

As a safety sensitive position, Tucows reserves the right to administer pre-employment drug testing for illegal drug use for those successful candidates presented with an offer of employment for consideration.

Tucows and its subsidiaries participate in the E-verify program for all US employees.

Want to know more about what we stand for? At Ting and Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.