Technical Support Specialist

2 months ago

Burlington, Ontario, Canada Cogeco Full time
Job Summary

Cogeco is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for delivering exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities
  • 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.
  • Concise summaries 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.
  • Concise summaries 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.
Requirements
  • Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and related work experience as asset.
  • 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.
  • Passion for problem-solving and surprising customers.
  • Passion for and demonstrated experience in providing amazing customer experiences.
  • Positive attitude and demonstrated curiosity.
  • Demonstrated use of Continuous Improvement and Learning throughout career.
  • Strong understanding of the Internet, wired and wireless networking standards and protocols.
  • Genuinely positive attitude and a keen interest to continually learn, experiment, and improve self and others.
  • Self-motivated with the ability to take initiative in identifying and resolving problems independently.
  • English is required and fluency in French is mandatory.
  • Great sense of humour and respect for others.
  • Excellent written and verbal communication skills in English and French.
  • Demonstrated ability to remain calm in times of high-pressure.
Work Environment

Cogeco is a dynamic and fast-paced work environment that requires flexibility and adaptability. As a Technical Support Specialist, you will be working 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.

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

Hours of work are subject to change on a weekly basis as business needs evolve, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises.

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.

  • Technical Support Specialist

    1 week ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistJob Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to our clients, troubleshooting and resolving technical issues, and maintaining a high level of customer...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers, troubleshooting and resolving technical issues, and ensuring that our customers receive the highest...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers, troubleshooting and resolving technical issues, and ensuring that our customers receive the highest...

  • Technical Support Specialist

    2 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistJoe Apps Technology Support is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key Responsibilities:Respond to user inquiries and provide timely...

  • Technical Support Specialist

    1 week ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistJob Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key Responsibilities:Respond to user inquiries...

  • Technical Support Specialist

    3 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key Responsibilities:Respond to user inquiries and provide...

  • Technical Support Specialist

    3 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key Responsibilities:Respond to user inquiries and provide...

  • Technical Support Specialist

    2 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key ResponsibilitiesRespond to user inquiries and provide timely solutions to technical...

  • Technical Support Specialist

    2 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key ResponsibilitiesRespond to user inquiries and provide timely and effective solutions...

  • Technical Support Specialist

    1 week ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job SummaryWe are seeking a skilled Technical Support Specialist to join our team at Joe Apps Technology Support. As a Technical Support Specialist, you will be responsible for providing technical assistance to users experiencing difficulties with computer systems.Key ResponsibilitiesRespond to user inquiries and provide timely solutions to technical...

  • Technical Support Specialist

    2 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job DescriptionAt Joe Apps Technology Support, we are seeking a skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our clients.Key ResponsibilitiesRespond to client inquiries and resolve technical issues in a timely and professional manner.Provide...

  • Technical Support Specialist

    2 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    We are seeking a skilled Technical Support Specialist to join our team at Joe Apps Technology Support. The successful candidate will be responsible for providing exceptional customer service and technical support to our clients.Key ResponsibilitiesRespond to user inquiries and resolve technical issues in a timely and professional manner.Provide training and...

  • Technical Support Specialist

    2 weeks ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Joe Apps Technology Support. The successful candidate will be responsible for providing exceptional technical support to our users, ensuring they have a seamless experience with our products and services.Key ResponsibilitiesRespond to user inquiries and resolve...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianJoin Joe Apps Technology Support as a User Support Technician and play a vital role in ensuring our customers receive exceptional technical support.Job SummaryWe are seeking a highly skilled and motivated User Support Technician to join our team. As a User Support Technician, you will be responsible for providing technical...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianWe are seeking a highly skilled and motivated User Support Technician to join our team at Joe Apps Technology Support. As a User Support Technician, you will be responsible for providing technical support to our users, troubleshooting and resolving technical issues, and ensuring that our systems and applications are running...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianWe are seeking a highly skilled and motivated User Support Technician to join our team at Joe Apps Technology Support. As a User Support Technician, you will be responsible for providing technical support to our users, troubleshooting and resolving technical issues, and ensuring that our systems and applications are running...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianJoin Joe Apps Technology Support as a User Support Technician and play a vital role in providing top-notch technical assistance to our clients. As a key member of our team, you will be responsible for troubleshooting and resolving technical issues, providing training and guidance to users, and collaborating with our team to...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianWe are seeking a highly skilled and experienced User Support Technician to join our team at Joe Apps Technology Support. As a key member of our support team, you will be responsible for providing top-notch technical support to our users, ensuring they have a seamless experience with our products and services.Key...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianWe are seeking a highly skilled and experienced User Support Technician to join our team at Joe Apps Technology Support. As a key member of our support team, you will be responsible for providing top-notch technical support to our users, ensuring they have a seamless experience with our products and services.Key...

  • Technical Support Specialist

    1 month ago

    Burlington, Ontario, Canada Joe Apps Technology Support Full time

    Job Title: User Support TechnicianWe are seeking a highly skilled and motivated User Support Technician to join our team at Joe Apps Technology Support.Job SummaryThe User Support Technician will provide technical assistance and support to users experiencing difficulties with computer systems, software, and other technology-related issues. The successful...