Technical Support Consultant
(Cable Repair, Wireless, Hi-Speed* and Blackberry*)

Imagine working for an exciting entrepreneurial company where employees are committed to meeting big challenges and making a real difference. That's Rogers. A leading communications and media company where people come to do great work. Right now we are looking for talented individuals to join our winning team where you will have a chance to innovate, grow and to do what really matters. Successful candidates must be flexible to work shifts to meet customer demand.

Responsibilities:

• Diagnose and resolve technical service problems with customers
• Provide our customers with professional and courteous customer service
• Break down problems into simple elements, draw conclusions, and suggest a course of action
• Visualize customer equipment without seeing it, think through steps of action, identify connections or patterns
• Daily tracking of all incoming calls in a customized database
• Assign problems to specific departments for escalation and resolution
• Meet or exceed Call Centre monthly performance objectives including, Call Quality, Call Handle time, Adherence and Compliance
• Notify Management of widespread problems: i.e. trend identification
• Actively participate in a team environment
• Learn and adhere to all applicable Health & Safety regulations, both legislatively mandated, and as outlined in company policy

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
• Post-secondary education in a computer-related environment or comparable work experience is an asset *(Required for Hi-Speed and Blackberry Support)
• Excellent customer service, interpersonal, communication and organizational skills
• Strong written and verbal communication skills
• General knowledge of internet technology preferred
• Demonstrated diagnostic and troubleshooting skills
• Computer proficiency including experience using MS Windows (2000 & XP) operating systems
• Ability to work in a fast paced, automated environment
• Willingness to adapt within evolving environment
• Demonstrated ability to prioritize and multi-task

A future with Rogers means exceptional rewards including:

• $12.50 - $13.00/hour starting rate with opportunity to earn substantial semi-annual increases
• Exceptional performance bonus opportunity – up to $1380 per quarter
• Supplement your salary with commissions paid on sales
• Benefits upon hire
• Fully paid training
• Incredible 50% discount off Rogers services
• Evening shift premiums ($1.00/hr extra from 6 pm – 12 am, $2.55/hour extra from 12 am – 6 am)
• $0.50 bilingual premium
• Great employee wealth accumulation plan that includes:
  • A valuable pension plan, Employee stock plan, Global Registered Retirement Savings Plan
• Guaranteed full-time hours

Visit rogers.com/careers to apply.