Technical Support Rep

At Rogers, we are committed to helping Canadians bridge the digital divide and ensure that no one is left behind in accessing reliable connectivity. Through our Service Expansion projects, we are proud to bring our wireless and internet service to homes and businesses across the country to connect them to the people and things that matter most.

Our rapidly growing team is looking for new team members who are committed to making connectivity possible for our neighbours, communities, and local businesses. This team works cross-functionally, collaborating with our Network, Rogers for Business, and Consumer teams to make a lasting impact in underserved or unserved communities for generations to come.

Come play a key role in building the future of innovation in Canada.

Are you up for the challenge and the fun? If so, consider the following opportunity:
Rogers Community Operators (RCO) team is currently recruiting for our technical support team This is a Work from Home position, and you should meet all the requirements while working from home. When it comes to taking care of our customers our technical support team is committed to providing our customers with the best experience. They 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**
- Listening to our customers across multiple RCO companies to gain a better understanding of their challenges and effectively troubleshoot technical issues across all our business lines including: Television, Internet, Wireless, and Home Phone to recommend the best solutions for our customers.
- Learning and implementing multiple lines of businesses and their procedures at once.
- Properly identify issues that require escalation and ensure all supporting information is shared with management.
- Understanding the importance of documentation and sharing information across teams to communicate technical issues and or outages.
- 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 TV and are supporting and collaborating with many new projects.
- Identify and secure sales opportunities during customer interactions focusing on migrating RCO customers to Rogers Ignite TV
- To be able to work on your own and in a team environment.
- To work various 8-hour shifts including weekends, 365 days a year in our 24x7 continuous Technical Support Call center.

**Minimum Qualifications**:

- Minimum 1 year of experience working in a Technical Support call center environment
- Experience troubleshooting on Cable, Internet, Wireless and Phone services with a service provider
- Ability to solve issues and follow proper escalation procedures when required.
- Fast and flexible learning abilities to handle multiple projects with continuously changing priorities
- Available and flexible to work on a dynamic schedule covering our 24-hour continuous operations: 8 hour rotating shifts including days, evenings, overnights, weekends, and statutory holidays to meet customer demands
- Accountable and willing to take ownership of problems
- Possess superior multitasking abilities while talking on phone and navigating tools on computer.
- Must be punctual and committed to work schedules
- Demonstrated ability to problem solve in a time sensitive environment with changing priorities
- Strong attention to detail, patience, and good active listening skills

**Nice to have**:

- Basic understanding of Cable and Wireless products and services
- Knowledge of Wireless Networks
- Knowledge of Fiber optic networks

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 22 Peel Street (7148), Simcoe, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 287255

Posting Notes: Customer Experience