Snr Syndicated Service Specialist

6 days ago

Toronto, Ontario, Canada Rogers Full time
Job Title: Snr Syndicated Service Specialist

We are seeking a highly skilled Snr Syndicated Service Specialist to join our team at Rogers. In this role, you will provide technical support for our syndicated and enterprise devices and services, ensuring that our customers receive timely and effective assistance.

Key Responsibilities:
  • Provide technical support and process development to improve the enterprise and residential Internet and Video services.
  • Assist in identifying, isolating, analyzing, and resolving issues related to CPE devices and syndicated services.
  • Recommend unique approaches to incident and problem resolution, situation analysis, testing strategies, and fault reproduction.
  • Effectively troubleshoot and investigate issues to determine root cause and scope of impact.
  • Manage problems by ensuring all resources, vendors, and partners are engaged and focused on resolving them.
  • Manage change and release management processes with our partners and vendors.
  • Provide firmware management for non-syndicated modems for TPIA and Rogers Business customers.
  • Support our warehouse and business teams related to CPE customer premise equipment.
  • Document processes, procedures, and develop troubleshooting guidelines.
  • Build relationships and collaborate closely with other departments across the organization and vendors.
  • Develop measurable metrics and alerting to improve customer services.
Requirements:
  • Minimum of 3 years of operations experience.
  • In-depth knowledge of DOCSIS RF and WiFi standards.
  • Understanding of ITIL best practices related to Change, Release, Incident, Problem, and Defect Management.
  • Excellent technical troubleshooting, including attention to detail and implementing ideas.
  • Excellent interpersonal and verbal and written communication skills.
  • Self-motivated, organized, and able to work independently and in teams.
  • Experience and advanced knowledge in Jira, Splunk, and Power Bi.
  • Experience within video services environment is preferred.
What We Offer:
  • Competitive salary and annual bonus.
  • Flexible health and dental benefits, pension plan, RRSP, TFSA, and stock matching programs.
  • Discounts on Rogers services and Blue Jays tickets, TSC items, and wireless accessories.
  • Paid time off for volunteering.
  • Company matching contributions to charities.
  • Growth and development opportunities, including self-driven career development programs and leadership development.
  • Wealth accumulation opportunities, including pension plan and employee stock options.
  • Generous employee discounts and wellness programs.

Rogers is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating a workplace where everyone feels included and valued.

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