field sales representative

technical support specialist

customer service representative

network operations technician

responsable des opérations

Xplore Inc.

First of all , I worked for a year and half in this company as a Tech Support Specialist , I used to have very good KPIs , several standing ovations (customers calling back to thank me for the service I offered in particular ) , and a merit letter for exceeding expectations in my annual performance report . So anyone would expect some kind of appreciation for my efforts but unfortunately after an outstanding performance , I got nothing , no promotions , no pay increase, more stress and absence of work-life balance .

On the contrary , I was suffering with a manager who had a micro-management approach , so you are a minute late , you need to fill in an absence report with an avoidance plan , it doesn’t matter if it is a sick leave or something like that.

it’s a company that treats you as if you are not a human , they don’t appreciate working hard so it doesn’t matter if your KPIs( key performance indicators) are good or bad , that would only help you in your shift bidding , otherwise they don’t have a base upon which you would get promoted after long time of working really hard , it all has to do with your TM’s (technical manager) personal preference and recommendation , and most of the TMs really don’t know how to manage a team .

-Very stressful atmosphere to work in as a front line tech support specialist , The company does force you to lie to the customers about the service ,so  if you don’t have very good soft skills to be able to handle a hard situation with extremely frustrated customers almost all the time , you just expect being hanged up on or getting insulted by those customers , that is simply because 90% of the company’s LTE towers are so congested(oversold) and yet they still oversell the service and add more customers to their towers which ends up delivering extremely unreliable , intermittent and slow service to the customers .

-Work-life balance is one of the greatest challenges if you work as a front line agent , I used to come back home in a very bad mood after a long stressful day .

- TMs are not all the same , I worked with two TMs , one was so friendly and encouraging and supportive , and he used to coach me back for my mistakes in the beginning , the other TM was horrible and never been a support , never coached back or only very few times , he was simply the reason why I resigned and left that company .

I would say , if you have two offers , don’t hesitate to choose any other company but not XPLORNET .


Logging in to my computer at 4:30 to check emails and to tiddy up any cases that were brought back to me to finish off. Five pm was the start of my shift, taking phone calls. Helping people with their internet issues the best to my training and explaining the billing system if they had questions was the bulk of the night.

I love to learn and this job gave me lots of oppurtunity to learn. With the original trainiging and basic troubleshooting for satelite internet issues, I learned that sometimes it takes more then just me to figure something out. I had co-workers there to ask as well as a level 2 group that was there to help the level one's like myself. I tend to be a do-it-yourself kind of person but asking for help doens't mean you are failing it means you are looking for the best outcome for the client.

The most rewarding part of this job is helping someone settle an issue that may never had got looked at by another CSR. I was on that phone trying to make the customer feel that I had the situation under control and I was going to fix it.

Management was present, but feedback was scarce, I was, as many others, transfered to different team managers on a bi-weekly to monthly basis. I had one meeting with my team lead after I had accidently sent a case to the wrong department.

Co-workers were friendly, made you feel welcomed and after new hire classes came to the floor I felt I was responsible to answer any questions that they had that were in my relam of knowledge that I had learned while on the phones.

Dealing with an unresolvable issue, had to be the hardest part of the job. These were few and far between but when they arose it needed to be esculated to a manager or hire because there was nothing I could do because of the level of access to solutions.

The compliments I recieved by some of my callers put the biggest smile on my face while working at Xplornet. Customers would sometimes call and either be concerned of oviously upset about an issue and by the time we were done talking the issue was resolved and they would say something along the lines of " Thank you, I have tried to call in about this numerous times and no on would or could do anything for me. thank you."

Goals are necessary in this field, but so is a healthy work environment to avoid stress and burnout. Lately, to excel in any one metric, it has become necessary to sacrifice others. All while compensation has become stingy. 

Years ago, compensation was quite generous, making one feel energized to work hard to achieve reasonable metrics. One worked hard, but felt rewarded with overtime and time off policies that were well beyond the minimums required by law.

Recently, pay increases have been stingy at best, while policies regarding sick leave, overtime, and vacation have become quite unfriendly and goals have become even more difficult to meet. 

Sick leave policies make agents feel like recalcitrant children who must ensure that they seek medical care for even short illnesses. This is a hardship in a country where getting a doctor can be impossible. Two or three days of rest could allow an agent to recover, but instead they must deal with finding someone to second their opinion that they are too ill to work. 

As compensation falls to the minimums required by law, Xplore should not be surprised to see employees "quiet quitting" by not bothering to go beyond minimum requirements. 

Excessive micromanagement, such as overemphasis on cost-cutting and time-tracking, is leading to employee dissatisfaction and burnout. Xplore may have forgotten that a focus on results, rather than minute details, often yields better long-term outcomes.

A slice of pizza or a hotdog for the minority of employees who work in the office is not always enough to make an employee feel valued and does not pay the rent or feed the family.


A typical day at work was handling incoming calls from customers who required technical support for their satellite internet and home phone services. Occasionally, when experiencing low volumes of calls in the Technical Support department, some were chosen to take billing and sales calls.
I didn't learn much, as I have been in a call centre environment dealing with these types of calls before and also work in quality assurance monitoring these types of calls, so I went in knowing a lot and besides learning about the products, there wasn't anything job or task specific that I didn't already know.
Management was great,always easily accessible and helpful.
The workplace culture was relaxed, though sometimes frantic, and my co-workers were great to work with. I found we were always able to help each other out and ask each other questions if ever needed without any hesitation.
The hardest part of the job was the juggling of day and night shifts. Half the week would be day shifts, half would be night. Overall it wasn't too bad but it was hard to stay on a good sleep schedule and be fully energized when the shifts turned over.
The most enjoyable part of the job was the satisfaction of helping customers out with problems they couldn't otherwise help themselves with, especially the really complicated technical issues. Sometimes there were incentives and little bonuses for quality of calls so that was a nice perk as well.

I have over 13 years experience in the IT industry with a mountain of experience in disaster recovery, enterprise technologies and application development, operations and support.

Hired on to bring new technologies and techniques into the company. I left a very profitable 9 year position for this opportunity because of the technology opportunities involved. Soon after being hired, they fired my boss, and many others thereafter. Short story, internal politics so another could have the job of which they have not a single IT bone in their body. Leadership is lacking in many areas.

They have the worst culture I've ever been in!

Was let go for the following reason and I quote "you're experience and knowledge supersedes that of this department and we don't want you here!" This all happen right in front of HR who's reply was they have no power over the hiring processes. WHAT! really? First time I've heard that! My former colleagues told me first hand they were told I just left and would no longer be with them. Interesting......no?

Bottom line is, there was jockeying in the background based on social status.

I'm happy to be gone and moved on to the next adventure as I personally don't enjoy having "the tail wag the dog" so to speak. When decisions are made from the rear, it stinks!

*** Disclaimer *** - This post is made from personal experience and no confidential information was release. It's expressed as a Freedom of speech and is in no way trying to derail potential prospects for this company.

Worked as Tech Support at the Cornwall location.  The hours are garbage, every three months you're forced to change hours and it's supposed to be based on stats.  Despite having good stats you will still have shifts with no weekends off, late nights, days off that are not together.  There is also no shift premiums for working late nights or weekends.  There are too many customers for the amount of workers and upper management knows this.  Some people are waiting for an hour to speak with someone.  You're basically paid to lie and manipulate customers.  Reaching out to a support team you'll be given attitude, or just told to lie your way through.  Management is terrible, payroll will not respond to you and sometimes not even your manager.  The left hand doesn't know what the right is doing, so much so that management is now aware of this.  No time for any socializing at all during work.  You are basically on the phones taking call after call with no in between.  Every minute is tracked and affects your overall stats.  A lot of managers are clueless about what their employees actually do.  On that note, being a manager can consist of spending the day making hot dogs for employees rather than taking calls when it's overwhelmingly busy. The products offered are subpar. You will be yelled at, blamed, called names and hear many angry people vent.  The pay was decent as were benefits and the bonuses were good.  Best to be avoided.

Turning on all computers for Canada Post and Purolator Dept. Picking order's in a fast paced environment. Friendly Co-workers this was my dream career I would still be here if we didn't moved to Alberta from Ontario. I loved this job Management was awesome also my co workers if I move back to Ontario I have my job any time. I was a hard dedicated worker I worked small Picks and Also Large picks in our other Department called Day and Ross. We used our electric Forklifts picking heavy orders. We wrapped skids by hand and would fill a 59 skids sometimes little more all double stacked. Hardest part was at the end of the day when the trucks were coming we had to make sure all orders were processed and scanned using a RF scanner's. Every year the company would provide a update to do your forklift License and safety boots were always required. We had health and safety rep and first aid rep that worked in the building case anything happed. We provided Internet Cable and home phones in Ontario mostly to Alberta is paired with shaw cable and Newfoundland PEI and those areas that didn't get much internet in their areas. This was a job I wanted to retire but m y family decided to move to Alberta to get a fresh start away from the city and my company fully understood that they even help me ship all my stuff to Alberta. Such a amazing team I truly miss everyone. I also worked with Xplornet threw a Temp agency then got hired full time.

I currently work here as a Technical Support Specialist. I deal mainly with our French customers, but sometimes the English ones too.

I’ll say 90% of my customers simply have technical issues and need that little bit of help to resolve them. 

Sometimes the customers are angry. Not always. Just sometimes. But be gentle with them, talk softly, do your best, and they will really appreciate your work.

As for management? They are amazing!!! 
Everything is well organized, my manager is always reachable for help, and always there to support me if anything happens. They are very understanding. 

The other employees are also very nice! This is a very collaborative environment and we work together as a team!

The pay is very nice for what I’m doing. It’s a livable wage for me that meets my needs. 

Great benefits for employees in terms of group retirement and health benefits.

Oh and… I work from home, training was paid for as work hours, I love it!

Xplornet is a great place to work! Just do the work you’re asked for and you will end up laughing with your customers as you fix their issues and making them really happy! 
And then your performance indices will soar and your manager will absolutely love you.

There is huge opportunity for growth and promotion internally if you do your work properly. You got this!

I was offered the job and made sure to disclose that I had a set school schedule so I wasn't able to work before 12:30. They made I very clear that they would accommodate for this and did that and then took it away. I got fired for call in (under the managers advise aka I called them every time) my manager was nice but was useless and was unable to do anything apparently. There was a lot of confusion, training was online, disorganized and useless I had to relearn everything meaning I got really low scores for the first few months. I managed to get a 95% rating as a CSR but I still got fired because they didn't care that I was told by managers to call in they just saw that I was absent. Also if you are 1-3 minutes late from losing into the computer or lunch because you're going to the bathroom or something (which has happened once) it counts as an absence. So this is a great job if you have nothing else in your life going on, but do not take this job if you have kids or school or anything like that. While I was hired they said everything I wanted to hear but when it came down to it, it was a battle and now I am out of two jobs and still trying to contact them about other things and they won't answer. 

I have been with this company for years and nothing good has come of it. Used by management, declined for any promotions, pushed to the point I had to take an unpaid LOA because my mental health had been severely impacted. 

The Cornwall center is filled with clique's more specifically, the management team. If you haven't won them over, you'll be stuck on the phones until you either start looking to other departments, or finally decide to quit. 

Micro management is putting it lightly. Time between calls, save rate (customer's are always cancelling because the service is subpar at best), hold time, surveys. It all adds up, and if you don't do well with these metrics good luck getting a decent shift. 

I know I am one of the top performers on the TSS team because I adhere to the metrics but it doesn't mean it's easy. I'm exhausted at the end of the day and quite honestly I very rarely come home in a good mood. 

The employees are fantastic, and one of the main reasons I've stayed with the company for as long as I have. If you're going to work here just don't let yourself burn out for them like I did. Years, and mental stability I'll never get back. 


Top Job Titles	Average salary
Field sales representative 65 salaries reported	$74,415 per year
Technical support specialist 3 salaries reported	$17.18 per hour
Customer service representative 5 salaries reported	$17.53 per hour
Network operations technician 4 salaries reported	$50,000 per year
Responsable des opérations 7 salaries reported	$61,000 per year

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