Technical Support Rep

Our Connected Home team is proud to offer our customers seamless and simple technology that fits into any lifestyle. Our fibre network supports millions of customers with high-speed Internet, TV, and Smart Home Monitoring to keep Canadians connected to the people and things that matter most. We know that our customers rely on us to provide them reliable connectivity, that is why we have made a commitment to providing the fastest and most consistent network in the areas we serve.

We are growing our Connected Home team and are looking for team members that are collaborative, digital-first, fast-moving, bold-thinking, and focused on delivering impact in everything they do. Come play a key role in building the future of innovation in Canada.

Let’s make your possible at Rogers.

Are you up for the challenge and the fun? If so, consider the following opportunity:
ROGERS Hamilton (Source Cable office, 1090 Upper Wellington) is currently recruiting for our technical support team When it comes to taking care of our customers our technical support team is committed to providing our customers with the best experience 24x7. We are energetic, empathetic and dedicated to making a difference They're passionate about people and doing whatever it takes to keep our customers happy and connected. If you're someone who's excited by a challenge, ready to take initiative and moved to make a difference you'll find success here

What you’ll be doing
- Handling calls of our customers to gain a better understanding of their challenges and effectively troubleshoot technical issues across all our business lines including: Television, Internet, Wireless Internet and Home Phone to recommend the best solutions for our customers.
- Properly identify issues that require escalation and ensure all supporting information is shared with all stakeholders.
- Understand the QoS metrics of the department and maintain the individual performance to acceptable and satisfactory standards
- Demonstrating commitment to stay up to date with work processes, policies and company information.
- Embracing change as we are working to migrate our Legacy customers to Rogers Ignite and are supporting and collaborating with many new ongoing and upcoming projects.
- Identify and secure opportunities during customer interactions focusing on migrating existing Legacy customers to Rogers Ignite TV
- To be able to work on your own and in a team environment.
- On rotational basis, work various 8-hour shifts and 5 days a week including weekends, 24x7 and 365 days a year in our continuous Technical Support Call center.
- Undergoing a thorough training to understand the details of the job and implementing them successfully

Minimum Qualifications and Must Haves:

- Completion of high school diploma or higher
- High flexbility to adapt to changing needs of operations and variable shift schedules including night shifts
- Tech savvy with Cable, Internet and Phone products with previous technical support experience in a call center environment
- Ability to solve issues through relevant consultative questions, visualizing the problem or situation and thinking creatively to solve it
- Accountable and willing to take ownership of problems till the end
- Available to work on a flexible schedule covering our 24-hour continuous operations: 8 hour rotating shifts including days, evenings, overnights, week-ends and statutory holidays to meet customer demands
- Possess superior multitasking abilities while talking on phone and navigating tools on computer.
- Must be punctual and committed to work schedules
- Demonstrated ability to positively influence others
- Demonstrated ability to problem solve in a time pressure environment.
- Strong attention to detail, patience and good active listening skills

Nice to have:

- Knowledge of Cableline and Wireless products and networks
- Self learning capabilities with ability to grasp and process multiple topics simultaneously
- Fast learning skills

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 1090 Upper Wellington Street (47), Hamilton, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 280710

Together, we'll make more possible, and these six shared values guide and define our work:
Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
We give back to our communities and protect our environment

Posting Notes: Customer Experience