Oxio Technical Support Specialist

2 months ago


TroisRivières QC, Canada Cogeco Connexion Inc Full time

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:
Regular

Job Description:
:
The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class technical support service to help oxio pursue its fast growth and continue to be one of the most loved ISPs in Canada. Someone able to connect with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the success of a business with strong values and is customer-obsessed. Our Agent is responsible for delivering excellent technical support to current oxio customers.

Technical Support agents are responsible for direct customer service, support, and troubleshooting for oxio customers experiencing difficulty with their products or services.

Agents drive customer satisfaction, reduce churn, and support revenue and subscriber growth by efficiently diagnosing, troubleshooting, and resolving customer issues using a variety of systems and tools.

Agents work in a shift-based environment, with scheduling based on customer contact volumes, technical needs, and planned technology changes which may take place during overnight windows.

The Technical Support Agent is ultimately responsible for delivering a high level of technical support, along with business unit churn ratio and cancellation targets.

This is a work-from-home opportunity

ACCOUNTABILITIES- Provide direct customer support by working with customers, determining issues, evaluating and analyzing symptoms, and documenting actions and outcomes in a variety of tools.- Owns and is accountable for driving the resolution of customer incidents across multiple services, within established SLAs- Concisely summarizes and documents customer issues, operational issues, and processes for handoff to other agents as needed, or for continuous improvement purposes- Attends workshops or training sessions on new products, services, or technologies as needed- Performs under pressure in a high-paced environment, while working with empathy and understanding toward customers who may be experiencing difficulties- Prioritizes and manages workload independently, handling multiple concurrent customer conversations effectively- Supports the broader Customer Care organization with incident management, and general customer service tasks from time to time- Identifies opportunities and implements approved changes to increase departmental, team, and individual performance.- Concisely summarizes current states for any customer issue and jumps in to assist the team as needed.- Liaise with other areas of the business or team to support end-to-end solutions.- Encourage and demonstrate lean approaches, curiosity, continual learning, and empathy towards others.- Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved.- Use appropriate escalation as required to remove roadblocks- Promote a no blame and no fear culture where team members take calculated risks and celebrate your team's failures as much as successes- Foster a continuous improvement culture, one that gives trust openly and responsibility freely- Ensure customers are notified of pending changes to, and issues affecting, the services and kept up-to-date until issues closed- Ensure every interaction with, or on behalf of, a customer is logged so anyone else in the company can see the history- Perform meaningful and insightful root cause analysis and coach team members on the same- Actively participate in, and improve, incident and problem management practices- Remain calm and collected in the midst of crisis and demonstrate leadership at all times

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY

Flexibility is required with respect to hours of work as this role is for customer support including evenings, weekends, and general holidays when scheduled.

As part of their work, all agents must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING- Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and related work experience as asset.WORK EXPERIENCE- 2+ years or experience in a technical support role-
- 2+ years of experience with Slack.-
- 2+ years of experience working with Google Apps-
- 2+ years of experience with Jira, Remedy, and Confluence is considered an asset.SPECIFIC COMPETENCIES- Passion for problem-solving and surprising customers-
- Passion for and demonstrated experience in p



  • Trois-Rivières, Canada Cogeco Connexion Inc Full time

    Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués. Time...


  • Trois-Rivières, QC, Canada Cogeco Connexion Inc Full time

    Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. Time Type: Regular Job Description: -: - The telco...


  • Trois-Rivieres, Canada Cogeco Connexion Inc Full time

    Position SummaryThis position is responsible for supervising a team of Tech Support agents at oxio to ensure an optimal level of quality technical support. This role is critical for ensuring that all support functions are efficient, customer-centric, and aligned with organizational goals. We are seeking passionate individuals to provide exceptional technical...


  • Trois-Rivières, QC, Canada Cogeco Connexion Inc Full time

    Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. Time Type: Temporary (Fixed Term) Job Description: The...


  • Trois-Rivières, Canada Interconnexions LD Full time

    About Interconnexions LDAt Interconnexions LD, we foster a close-knit family-oriented culture where every team member is valued and respected. Our company prides itself on strong family values, genuine kindness, and mutual support. We prioritize employee well-being because their commitment and expertise drive our success.Compensation PackageWe offer a...

  • Technical Writer

    4 months ago


    Trois-Rivières, QC, Canada AGT Robotics Full time

    **Location**:Trois-Rivières - 8800 Blvd Parent, Trois-Rivières, QC, G9A 5E1 **Schedule**:Monday to Friday - 40 hours per week (Possibility of teleworking) **Vacation**:3 weeks per year or more **Leave**:Up to 5 mobile and 3 sick days **Start date**:Immediately AGT Robotics Inc. A leader in the development and manufacturing of automated industrial...


  • Montréal, QC, Canada Pharmascience Inc. Full time

    As the Specialist, Production Technical Support, you will be responsible to identify and evaluate the manufacturing processes of products already marketed (Internal and/or external) to improve their quality, costs and/or efficiency. You will evaluate new sources of raw materials and/or excipients and make recommendations. You will perform the various tasks...


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $30,000 - $40,000

    beBee Professionals is seeking a highly skilled Administrative Support Specialist to join our team in Trois-Rivières. As a key member of our administrative team, you will provide exceptional support to our staff and clients, ensuring seamless day-to-day operations.Key Responsibilities:Provide administrative support to our team, including scheduling...


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $30,000 - $40,000

    We are seeking a highly organized and detail-oriented Administrative Support Specialist to join our team at beBee Professionals in Trois-Rivières. As an Administrative Support Specialist, you will be responsible for providing administrative support to our office operations, ensuring smooth day-to-day functions.Key Responsibilities:Manage office...


  • Montréal, QC, Canada Colliers Full time

    Make your next move an expert one. At Colliers it’s not our success that sets us apart, it’s how we achieve it. Our people are passionate, take ownership and always do what’s right for our clients, people and communities. Why Colliers? Our enterprising environment needs your expertise to facilitate Colliers’ continued growth as an industry leader....


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $25,000 - $35,000

    Join our team of skilled professionals at beBee Professionals in Trois-Rivières as a Site Support Specialist. In this role, you will assist experienced tradespeople with various construction tasks, maintain tools and equipment, and ensure a safe and efficient work site.Responsibilities:Collaborate with skilled workers on-site, including carpenters,...


  • Montréal, QC, Canada Harlow Payments Full time

    ABOUT HARLOW PAYMENTS The Harlow group is a team of payment solution experts with a combined 50 years of industry experience. Harlow Payments is dedicated to being a trusted partner in financial success, offering services to help lower bills and simplify payments, including a free POS system. We are currently looking for applicants to fill a position for...


  • Trois-Rivières, Quebec, Canada Interconnexions LD Full time

    About Interconnexions LDWe're more than just a team – we're an extended family where every member is valued and empowered to grow. Our foundation is built on strong family values, which guide our relationships, decision-making, and work ethic. We prioritize the well-being of our employees because their commitment and expertise drive our...

  • Product Specialist

    3 months ago


    Montréal, QC, Canada Coveo Full time

    **Join our mission to transform support!**: At Coveo, we see technical support differently. Our mission is to make every interaction memorable and impactful, where employees, partners, and customers find solutions that help them achieve their goals. If you're looking to transform support into a positive and innovative force, this opportunity could be for...


  • Trois-Rivières, Quebec, Canada AGT Robotics Full time

    Job OverviewWe are seeking a skilled Robotics Automation Specialist to join our team at AGT Robotics Inc. This role involves providing training and technical support to end-users, as well as internal teams.


  • Montréal, QC, Canada Autodesk Full time

    Job Requisition ID # - 24WD81014 Position Overview Reporting to a Technical Support Manager, you are responsible for resolving customer issues reported to us via phone, chat, web, online forums, and other channels. In addition to reacting to customer issues, you may also engage in a variety of proactive support activities; developing and presenting...


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $35,000 - $45,000

    beBee Professionals in Trois-Rivières is seeking an organized and detail-oriented Administrative Support Specialist to manage daily office operations. You will be responsible for coordinating administrative tasks, supporting staff, and ensuring that office activities are completed efficiently.Responsibilities:Handle incoming calls, emails, and...


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $30,000 - $40,000

    Job SummaryWe are seeking a highly organized and detail-oriented Administrative Support Specialist to join our team at beBee Professionals in Trois-Rivières. This is an exciting opportunity for someone who enjoys supporting office operations and contributing to a well-organized environment.About the RoleThis full-time position involves handling various...


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $25,000 - $35,000

    We are seeking a highly motivated and physically fit Construction Support Specialist to join our team at beBee Professionals in Trois-Rivières.Job Summary:The successful candidate will assist skilled tradespeople, maintain tools and equipment, and ensure a safe and efficient work site.Key Responsibilities:Provide support to carpenters, electricians, and...


  • Trois-Rivières, Quebec, Canada beBee Professionals Full time $35,000 - $45,000

    Job OverviewWe are seeking a reliable and organized Dedicated Support Specialist to support our office operations at beBee Professionals in Trois-Rivières.Compensation PackageThe successful candidate can expect a competitive salary of $42,000 per year, along with opportunities for professional development and advancement.ResponsibilitiesEnsure efficient and...