Service Technician - Regina, Canada - SaskTel
Description
POSITION OVERVIEW
Training
The four week training program is fully paid and will be scheduled Monday to Friday from 8:30 AM to 5:00 PM.
Successful completion of the training program is a condition of employment in order to continue employment as a SaskTel Service Technician(Customer Support Centre).
Hours and Shift Scheduling
This position is casual part-time; Hours are scheduled according to business needs; however, the majority of Service Technicians typically work an average of 21 hours per week.
TYPICAL DUTIES & RESPONSIBILITIES
(Not all inclusive or applicable to all assignments)
- Receives, analyzes/tests/repairs/escalates customer issues/complaints. Logs customer reports (trouble tickets), answers/resolves situations and escalates to appropriate personnel as required.
- Investigates, resolves and/or dispatches problems relevant to wireline, wireless, internet access, other emerging Internet technologies and MAX services.
- Performs customer and technical resource followup on all unresolved troubles.
- Acquires updates of all customer affecting policies and procedures. Researches Internet sources for new products and technology relevant to resolving customer complaints/issues.
- Reviews and provides trouble statistics upon request by management.
- Allocates daily staffing/workload, including the utilization of part time staff. Analyses business requirements and customer demands to ensure adequate coverage.
QUALIFICATIONS
- Diploma/Certificate in computer networking OR Certificate in Business Administration (with Computer Science classes) OR thorough knowledge of internet/networking support, typically gained with three years of experience in a related field.
- Thorough knowledge and experience with DOS/Windows personal computers from both a hardware and software perspective.
- Working knowledge and experience with MacIntosh personal computers from both a hardware and software perspective.
- Working knowledge of the Internet.
- Excellent analytical and problem solving skills.
- Good communications skills, both verbal and written, and the ability to deal effectively with others.
- Keyboarding skills 20 wpm.
- General knowledge of SaskTel's IP environment.
- Successful completion of prescribed training courses.
ABOUT SASKTEL
Our focus on our people and dedication to our customers has made us one of Saskatchewan's Top Employers for 11 consecutive years.
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