Employment Type: Independent Contractor
Hourly Rate: $18/hour
Working Hours: 9:00 AM – 5:00 PM
Language Requirement: EnglishRole Overview
We are seeking a customer-focused and results-driven Customer Success & Sales Associate with experience in telecom or IT environments. This role combines client engagement, solution selling, and customer service to ensure a seamless customer experience from onboarding through ongoing support.
Key ResponsibilitiesClient Engagement & Solutioning- Collaborate with the client’s sales team to understand customer needs and recommend suitable telecom solutions
- Prepare and deliver product presentations, demos, and tailored proposals
- Respond to customer inquiries with accurate and timely information
- Work with technical teams to ensure solution feasibility and customization
- Act as the first point of contact for customer inquiries, service requests, and issue resolution
- Manage onboarding of new customers and coordinate with internal teams
- Track accounts, monitor service requests, and ensure SLA compliance
- Handle escalations professionally to ensure timely resolution and satisfaction
- Gather and share customer feedback to enhance service quality and offerings
- Maintain up-to-date knowledge of telecom products, technologies, and market trends
- Provide insights on customer needs and competitive positioning to internal teams
- Minimum 2 years of experience in a call center or sales environment within IT or Telecom
- Experience with ticketing tools and CRM systems
- Proven experience in cold calling, upselling, and cross-selling
- Strong verbal and written communication and presentation skills
- Ability to explain technical solutions to non-technical clients
- Strong customer handling and problem-solving skills
- Proficiency in Microsoft Office (Excel, Word, PowerPoint)
- Ability to multitask, prioritize, and manage time in a fast-paced environment
- Punctual and able to work onsite full-time (9 AM – 5 PM)
Skills Required
- Minimum 2 years of experience in a call center or sales environment
- Experience with ticketing tools and CRM systems
- Proven experience in cold calling, upselling, and cross-selling
- Strong verbal and written communication and presentation skills
- Ability to explain technical solutions to non-technical clients
- Strong customer handling and problem-solving skills
- Proficiency in Microsoft Office (Excel, Word, PowerPoint)
- Ability to multitask, prioritize, and manage time in a fast-paced environment
- Punctual and able to work onsite full-time (9 AM - 5 PM)
What We Do
Founded in 1995, Pathway Communications specializes in providing innovative and cost-effective IT and communication solutions for businesses of all sizes. Rooted in Canada, we offer a wide range of services, including Managed IT Services, Cybersecurity Solutions, Data Center, Cloud, Colocation, Voice, Data, and Internet, to help our clients stay connected and operate securely in today’s fast-paced world. Pathway employs over 150 qualified and trained staff on three continents and operates fully-equipped data centers in Markham, Toronto, and Montreal. All of our services are designed to pass through our Tier III data center backed up with ISO 9001:2015, ISO 27001:2013 certification, and SOC 2 Type II compliancy for the ultimate reliability, security, and privacy.
