Customer Advisor, Residential Support

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. 

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

Position Overview

As a Care Advisor I, you are the first point of contact for Ting’s residential fiber customers, providing real-time assistance across billing, service sign-up, order fulfillment, and basic technical support. You’ll ensure a seamless customer experience by resolving common issues on first contact, handling inbound inquiries with empathy, and helping customers get the most out of Ting’s services. This role is critical in delivering a positive first impression and reducing support friction.

This role is open to applicants residing near Ting Towns in California, Arizona, North Carolina, Maryland, Idaho, Colorado, and Virginia or in Toronto, Canada.

Key Responsibilities

• Respond to inbound calls from residential customers, delivering clear and efficient assistance on billing, orders, and service usage.
• Process payments, issue billing corrections, and assist with plan updates using internal tools.
• Enter and track service orders and installation appointments; follow up to ensure completion.
• Troubleshoot common service and connectivity issues using guided workflows, including Wi-Fi, BYOR and basic device support (for things like printers and TVs on a best efforts basis).
• Guide customers through account access and the use of self-service tools.
• Escalate unresolved or complex issues to the Care Advisor II team with clear case documentation.
• Accurately log all interactions and actions in internal CRM and ticketing systems.

Qualifications

• Basic understanding of customer account management, internet service concepts, and troubleshooting logic.
• Strong verbal communication skills; clear, professional, and empathetic tone.
• Ability to multitask in a real-time support environment and follow standard procedures.
• Willingness to work flexible hours, including evenings and weekends and potentially 24x7 on a rotating basis.

Preferred Qualifications

• Prior experience in telecommunications, ISP, or customer care roles.
• Familiarity with scheduling, CRM systems, or guided support tools.
• Bilingual (Spanish/English) is a plus.

Required Competencies & Skills

• Customer Focus: Understands customer needs and resolves issues promptly.
• Communication: Listens actively and communicates clearly.
• Problem Solving: Applies procedures and workflows to resolve common issues independently.
• Adaptability: Quickly learns new tools and processes as service offerings evolve.
• Accountability: Takes ownership of the customer experience and follows through on commitments.
• Technical Proficiency: Demonstrates comfort with basic device and networking and connectivity support.

The hourly pay for this position is based on an annualized range of $45,000 - $52,000 CAD for Canadian residents or $46,000 - $53,000 USD for US 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.

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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Learn more about Tucows, our culture and employee benefits on our site here.