Student, Telephony Analyst

2 weeks ago

Kitchener, Ontario, Canada Sun Life Full time
Our student and new graduate programs offer a chance to explore Sun Life from the inside.

You'll make a difference in the lives of our customers and communities, while building the skills and experience that allow you to grow in a meaningful and rewarding way.

This role will be within the Contact Centre Infrastructure (CCI) Operations Tier 1 team.

The Tier 1 team provides first line technical support to all Sun Life users in relation to all Telecom and Call Centre infrastructure.

It accomplishes this by triaging all incidents and service requests submitted to CCI, and fulfilling the majority of the service requests and resolving most incidents.

The Student, Telephony Analyst will report to Manager of CCI Tier 1 Operations.

Work Environment:
This co-op opportunity is voluntarily in person, remote or hybrid. If you decide remote or hybrid, you will be required to work within the province. Remote work outside of the province will not be a possibility.

Length of term: 8 months (September April 2025)

What will you do?

  • Fulfil corporate telephony Service Requests
  • Moves, Adds, Change and Delete (MACD)
- contribute in other ICT projects and initiatives, directly supporting the Engineering and Architecture group within CCI

  • Train / knowledge share with newly onboarding Coop Student
  • Occasionally offer inperson assistance in the office/data centre you are located in
  • Chance to assist with lifting objects (within legal safety limits)
  • Possibly work overtime on time sensitive projects

What do you need to succeed?

  • Ability to work both independently and a part of a team
  • Highly motivated, proactive, selfdriven, dynamic and results oriented
  • Excellent written and verbal communication skills
  • Strong customer service skills and a desire to help people with technical problems
  • Excellent analytical, problem solving skills and conflict resolution skills
  • Exposure providing public customer service
  • Degree or diploma in Computer Science
  • Knowledge and exposure in administrating / supporting Telephony, Call Centre, and Conferencing technical infrastructure.

What is in it for you?

  • A friendly, collaborative, and inclusive culture where you're an innovator and trusted partner
  • An environment of continuous learning and improvement
  • We're honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work Canada
The Base Pay range is for the primary location for which the job is posted for.

The Base Pay which you will be considered for will vary depending on the Campus program you are selected for.


At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work.

Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Job Category:

Temporary Employee

Posting End Date:

14/05/2024

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