Business Support Technician - Brampton, Canada - Rogers Communications

Rogers Communications

Verified Company

Brampton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At Rogers, we put our customers first in everything we do. We're committed to creating best-in-class customer experiences for millions of Canadians from coast-to-coast-to-coast.

Our Customer Experience team is energetic, empathetic, and dedicated to making a difference - they're passionate about people and ready to do whatever it takes to keep us connected to a world of possibilities and the memorable moments that matter most.

If you're someone who's excited by a challenge, takes initiative, and moved to make a difference, you'll find success here.

We're growing our customer experience teams and are looking for team members who are committed to make more possible for our customers and Canadians every day.

Think you're up for the challenge and the fun? If so, consider the following opportunity:
Do you have experience with Internet, cellular, and telephony services? Are you looking for a technical career path with one of Canada's top 100 employers? Join the Rogers for Business Technical Service team today

The Rogers for Business Technical Service team provides technical support to Rogers small, medium, and enterprise business customers for all Rogers Wireless, Cable Internet, and Fiber products and services.

We act as a single point of contact for service assurance, manage customer relations & SLA commitments, and act as an advocate on behalf of the customer for all of their technology issues.

You will have access to a wide range of benefits and the opportunity to participate in our pension plan, a group RRSP, and a stock ownership program
We believe in developing our employees you will have line of sight to a rewarding career with growth opportunities.

Core Responsibilities:

Focus on customer experience and timely resolution
Effectively manage multiple issues while meeting expected deadlines
Educate customers on our products and services
Establish a strong partnership with our business customers and act as the customer's advocate during outages, ensuring a high degree of customer satisfaction through strong communication process
Ensure all customer interactions are thoroughly documented on our ticketing system
Take accountability to effectively solve issues from beginning to end
Take the initiative to identify opportunities or problems and ensure appropriate steps are taken
Receive and incorporate feedback to improve personal and business performance
Actively contribute and promote departmental business deliverables both current and future
Contribute to Rogers' knowledge assets

Technical Skills & Qualifications:

Advanced knowledge of IP technology and networking
Experience with web and mail client configuration and requirements
Comprehensive understanding of DNS and domain hosting
Understanding of Wi-Fi technology and standards
Experience with basic network security and best practices
Familiarity with telephony standards and features
Strong analytical skills and ability to design and present solutions
Agility and adaptability to change management
Proven diplomacy and soft skills to manage internal and customer relationships
Effective communications skills both written and oral
Demonstrated positive attitude and facility with selfdirected learning
Post-Secondary education in a related technology or telecommunications field
Possess CompTIA (A+, Network+), Microsoft, and Cisco (CCENT/CCT/CCNA) certifications is an asset
Expertise in Microsoft and Apple computing platforms (Windows and Mac OS X)
Knowledge of Wireline network topology
Availability to work flexible shifts (including evenings, weekends, overnight, and holidays) in an 24x7x365 operation.
Excellent customer service, interpersonal, and organizational skills
Team player coupled with the ability to work independently
Ability to work in a fastpaced dynamic environment with changing priorities
Proficient keyboarding skills
Bilingual (english/French) required ( A good knowledge of French is necessary as this role requires regular communication in English with customers and/or team members in other provinces).

Note:
This is a work from home position

We have a remote-friendly culture.

In this role, you will be working from home permanently as long as you meet our requirements which include, but are not limited to, a quiet workspace and the required internet bandwidth.

You must also reside within 250km of: 800 de la Gauchetière West to be eligible.

Hiring Manager:
Shauntel M Ranger

Recruiter:
Michelle Raposo

Salary Grade: 4C

Schedule:
Full time

Shift:
Variable

Length of Contract:
Not Applicable (Regular Position)

Work Location:
Place Bonaventure-WFH (071), Montreal, QC

Travel Requirements:
Up to 10%

Bargaining Unit/Union:

NON

Posting Category/Function:
Call Centre Operations & Technical Support

Referral Bonus Amount:
$$750.00

**Together, we'll make more possible, and these six shared values guide and defi