Customer Care Specialist

4 weeks ago

Vaughan, Canada RYCOM Corporation Full time

**RYCOM** is a trusted leader in Smart Tech solutions for public and private sector real estate, properties, and portfolios for over 25 years. The **RYCOM** team develops, delivers, and supports the innovative strategy and the integrated layers of technology required to create Smart Buildings today that meet the demands of the future. By staying at the forefront of technology solutions, utilizing best-in-class support models, and delivering quality services with the highest level of care and support, **RYCOM** simplifies technology for clients so they can focus on their core business while achieving operational, environmental, and measurable results.

**Reasons to Join RYCOM**
- A team driven by passion and a culture where people make a difference because we believe that every voice counts.
- An entrepreneurial environment
- Opportunities to learn different parts of the business
- Health and Wellness Programs
- Team fundraisers and events
- Comprehensive benefits program
- RRSP matching
- Employee training and development
- Compensation based on experience
- 3 weeks of paid vacation to start

**OPPORTUNITY**

RYCOM CORPORATION is seeking Customer Care Specialist to be responsible for coordinating a variety of Telecom related projects and activities for customer related installations and requests.

**RESPONSIBILITIES**
- Act as the initial point of contact for customers and internal users.
- Triage all incoming issues and perform first level support to resolve or assign as required.
- Provide timely and accurate response to all incidents, outages and requests to customers and service providers.
- Accurately record problem details using a ticketing system(s).
- Follow Incident Response and Escalation procedures accurately and quickly.
- Develop in-depth knowledge of our services and offerings and provide informative support tailored to the needs of our customers.
- Maintain knowledge of new customer technologies, devices, and procedures.
- Ensure customers has a great service experience though engagement and provide appropriate follow up.
- Communicate with internal Customer Care team.
- Provide day to day operations support for RYCOM clients.
- Other duties as required.

**REQUIREMENTS**:

- Minimum 1 year of experience in any of the following areas: call centre, telecommunications, or cabling.
- Ability to work independently, but towards team goals.
- Strong analytical, documentation and communication skills.
- Ability to multitask and prioritize incidents based on operational impact.
- Strong written and verbal communication skills.
- Ability to prioritize, multitask and work effectively under pressure to meet deadlines.
- Well-developed interpersonal skills
- Exceptional customer service experience
- Experience with Microsoft (Word / Excel etc)

**Job Types**: Full-time, Permanent

Pay: $40,000.00-$50,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

Work Location: In person

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