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.
