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Technician, Customer

2 weeks ago

Huntsville, 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:
:
In accordance with established procedures, policies, standards and available tools, the incumbent is responsible for providing installation and service to all Cogeco subscribers within a designated area. The incumbent is expected to deliver and install Cogeco’s products and services in a timely and professional manner. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and minor service related work. The incumbent will also be responsible for supporting network related activities including reactive maintenance, outages and special projects. This role requires work all performed in a manner that ensures the highest level of customer service both in the home and network.

KEY RESPONSIBILITIES
- Customer Facing / Commercial/CML /Residential Responsibilities:

- 1- Performs but not limited to repairs & installations, connections, service additions and disconnections of all Cogeco services as they relate to Commercial or Residential installations and service.
- 2- Responds to and resolves customer reported service problems involving all Cogeco services provided to our customers in a safe and controlled manner.
- 3- Is responsible for the daily coordination of work with our internal business partners to ensure customer’s expectations are being met.
- 4- Educates customers on the use of all Cogeco products and services.
- 5- Works with other technical staff as required to ensure the correction of customer problems in an effective and timely manner.
- 6- Operates and understands the use of test equipment related to the maintenance of 2-way coaxial and fibre systems including network analyzers, signal level meters and leakage monitors, etc.
- 7- Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
- 8- Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
- 9- Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge
- 10- Performs other duties/tasks as assigned.
- 11- 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.
- 12- 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

Network Responsibilities:

- Assist NFT to Install, maintain and repair active, passive and optical network equipment and devices in the network as capacity permits
- Participate in special network related projects as required (mid-splits, upgrades)
- Responds to network outages and completes required repairs in an effective and timely manner, when required
- Participate in Network Technician evening and weekend on call rotation

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING- College diploma in Electronics, preferably to the Technician or Technologist level or equivalent with formal CATV, Telecommunications or related technical training.-
- NCTI or SCTE training is an assetWORK EXPERIENCE- Minimum 2 years experience in telecommunications.-
- Minimum of 2 years relevant commercial installation experience.SPECIFIC COMPETENCIES- General understanding of broadband, cable telecommunications or Internet industries and technology preferred.-
- Demonstrated knowledge and commitment to following and encouraging safe work practices.-
- Strong interpersonal and customer service focus.-
- Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.-
- Detail oriented and possess sound organizational, problem solving, analytical and reporting skills.-
- Superior organizational and analytical skills with the ability to independently manage multiple priorities.-
- Must be PC literate, and must have good working knowledge of Internet and Google Suites-
- Self motivated and able to work independently and take initiative in identifying and resolving problems.-
- Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.PHYSICAL DEMANDS AND VISUAL ACUITY- Network Standby/On-Call rotation required-
- Ability to lift up to 70 lb