Start Date - June 2

Ready for a challenge? Rogers is looking for a group of dedicated and professional individuals to join their team of Technical Support Consultants, responsible for providing technical support for Rogers Hi-Speed Internet. The hours of operation of the department are 7 days a week, 24 hours a day. Successful candidates must be flexible to work any shifts within these operating hours. To be considered for this position, applicants must have previous experience in a technical environment or education in a related field.

Rogers Offers…

• $13.00/hr starting rate with opportunity to earn substantial semi-annual increases
• 50 cent bilingual premium
• Exceptional performance bonus – opportunity to earn up to $1380 per quarter
• Benefits upon hire
• Fully paid training
• Incredible 50% discount off Rogers services
• Evening Shift Premiums – additional pay per hour
• Great Employee wealth accumulation plan that includes:
  • A valuable pension plan
  • Employee share plan
  • Global Registered Retirement Savings Plan
• Guaranteed full-time hours

Responsibilities:

• Answer Internet related customer service calls
• Provide technical support to customers including: Cable network and modem troubleshooting, TCP/IP protocol diagnostics, Internet related configuration and troubleshooting
• Daily tracking of all incoming calls in a customized database
• Assign problems to specific departments for escalation and resolution.
• Book and manage customer support calls
• Meet or exceed Call Centre monthly performance objectives including, call quality, call handle time and schedule adherence
• Notify Management of widespread problems: i.e. trend identification
• Learn and adhere to all applicable Health & Safety regulations, both legislatively mandated, and as outlined in company policy
• Other duties as assigned

Qualifications:

• Core Competencies: Customer Service Orientation, Teamwork and Collaboration, Adaptability, Initiative, Operational Excellence, Individual Accountability, and Integrity
• Role-Specific Competencies: Problem Solving/Judgment, Achievement Orientation, Listening Understanding and Responding, Information Seeking
• Excellent customer service, interpersonal, communication and organizational skills
• Strong written and verbal communication skills
• Post-secondary education in a computer-related environment or comparable work experience is an asset
• General knowledge of internet technology
• Working knowledge of TCP/IP stack installation and troubleshooting
• Strong diagnostic skills with a background in Windows 98, Windows 2000 and Windows XP
• Previous customer-service or help desk experience, preferably in a call centre environment
• Ability to work in a fast paced, automated environment
• Flexibility to work any shift including evenings, midnights, weekends and holidays

Rogers is an Equal Opportunity Employer.

Join the Team Today – Rogers Career Zone!