JOB DESCRIPTION:                                                                                                                                                                                                                            

As a key member of the TV & Internet Operational Support Team, you will serve as the primary on‑mountain contact for all Big White mountain owners who’ve subscribed to our TV & Internet service. This role supports owners and customers from around the world by handling inquiries, troubleshooting technical issues, and ensuring smooth operational and billing processes.

We are looking for a tech‑savvy, customer‑focused individual who can deliver friendly, efficient, and professional support while maintaining a highly organized system for tracking issues and seeing them through to full resolution.

  Ideal Candidate:                                                                                                                                                                                                            

• Post‑secondary education or experience in Hospitality Operations, Administration, or Technical Support is an asset.
• Strong technical aptitude with the ability to learn and understand TV/Internet systems.
• Excellent communication, organization, and time‑management skills.
• Ability to work both independently and collaboratively, with flexibility around shifting priorities.
• 100% customer‑service oriented, with a calm and solutions‑focused approach.
• Energetic, positive, and able to contribute to a supportive team environment.
• Strong computer skills, especially with Microsoft Office.
• Availability to work weekends and holidays.

RESPONSIBILITIES OF THIS POSITION INCLUDE, BUT ARE NOT LIMITED TO:           

• Provide accurate service information by developing a strong understanding of Big White’s TV/Internet services.
• Respond to inquiries by handling a high volume of calls and emails in a professional and timely manner.
• Troubleshoot technical issues by assisting owners with TV and Internet service problems and escalating when necessary.
• Resolve concerns with care by addressing owner complaints with attention to detail and a customer‑first approach.
• Maintain an organized tracking system to log, monitor, and follow all issues through to full resolution.
• Collaborate with internal departments to ensure requests and concerns are handled promptly and accurately.
• Follow Health and Safety procedures by adhering to all workplace safety protocols.

Support billing needs, account updates, and any additional tasks as assigned by an Owner Relations Manager.