Specialist, Network Efficiency

4 weeks ago

Burlington, 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 Temporary (Fixed Term)

Job Description:
KEY RESPONSIBILITIES
- Provides effective third level technical support and evaluates customers’ and technicians’ technical problems through the use of troubleshooting tools and further triages/sorts all technical inquiries submitted by these teams.
- Tracks all contacts and completes coachback information for unnecessary support calls, escalations, ServiceNow tickets, and chats to the appropriate initiating department

Routing and Dispatching daily work orders for the Network Facing Technician team based on priority and level of effort
- Assist with other departmental requests as required and perform special projects as assigned.
- Acting as a liaison between departments such as NOC, Advanced Services, Field Operations, Digital Video Services, and ITSD
- Works closely with all other groups within the Contact Centre and Field Operations to help achieve operational efficiencies.

Communicates in a timely, effective, and professional manner to internal and external customers in both written and verbal forms

Utilizes available tools (Akleza, Pathtrak, ServiceNow, Grafana, Proactive “Flaptastic”, etc.) to assist in the identification of real time outage trends and advise Network Operations Centre (NOC) for further analysis.
- Provide post-mortems and reports on issues that impacted the call centre to management.
- Provides agent feedback for unnecessary or inaccurate ServiceNow tickets.
- Liaises with supervisors and managers during major service level impacting events to determine best course of actions for Tier 1 and Tier 2 technical
- Performs other duties/projects as assigned.
- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
- To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING
- College Diploma in relevant discipline or combination of equivalent education and work experience
- WORK EXPERIENCE
- Strong working knowledge of CATV, Digital Cable, Internet and VOIP.
- 3 - 5 years prior experience in a second level technical support or help desk function in a call centre environment.

SPECIFIC COMPETENCIES

Advanced knowledge of Google Workspace
- Knowledge of Network Monitoring Tools including Proactive Suite, Upstream and Downstream Analytical Tools, Insight, ServiceNow, Diagnostic Portal, THOR, SWAT, and Compass is an asset.
- Must be detail oriented with demonstrated analytical trending, troubleshooting and problem solving skills.
- Demonstrated teamwork skills including the willingness to share information and mentor colleagues is required.
- Ability to resolve conflict situations in both external and internal customer service situations.
- As an ambassador of Cogeco, the incumbent demonstrates a professional manner and demeanour.
- Professional phone etiquette. Strong communication skills (written and verbal).
- Time management and multitasking skills are an asset.
- An existing knowledge of Cogeco’s CATV, Internet and VOIP product line. As well RF and Cogeco procedures.
- General understanding of broadband, telecos, cable and Internet industries and networks is preferred.
- Ability to work well with others in a fast paced, high stress team environment.
- PHYSICAL DEMANDS AND VISUAL ACUITY
- n/a
- NOC CODE : 6221

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location:
Burlington, ON

Company:
Cogeco Connexion Inc

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to crea

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