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Technical Service Representative
4 days ago
WESTMAN COMMUNICATIONS GROUP (Westman) is seeking applications from energetic, highly motivated individuals to become part of our growing team
Westman is an industry-leading communications provider based in Brandon MB, offering residential and commercial High-Speed Internet, Digital TV, and Phone services in communities across Manitoba. Established in 1977, as a locally owned and operated cooperative, Westman is dedicated to delivering competitive and innovative services, providing an exceptional member experience, and supporting the communities we serve.
What we have to offer:
- Competitive compensation package.
- Comprehensive group benefits plan (extended health; life; dental; vision; GRRSP; and health and wellness).
- Various Learning and Development initiatives, and opportunities to grow within our team
- Opportunity to participate in company events and activities and enjoy our company perks
What you'll do:
- Assist Westman customers in resolving phone, internet, and cable television related issues/problems.
- Respond to customer inquiries from multiple sources, such as support chat, social media, email, telephone, as well as face to face.
- Create and update documentation for every customer interaction.
- Provide an exceptional internal and external customer experience.
- Coordinate tasks and maintain effective communication with other departments.
- Ensure the Key Performance Indicators directed at customer experience are achieved.
- Follow troubleshooting steps to resolve issues; escalating to Tier 2 support, technicians, or the Manager when necessary.
- Prepare replacement equipment for customer pickup, as necessary.
- Maintain knowledge of Westman services and hardware to efficiently resolve customer issues.
What you'll bring to the team:
- Minimum one-year of post-secondary education in computer, electronic technology, or a related field.
- Minimum one-year experience in problem solving & troubleshooting, documentation, and customer service (both over the phone and face-to-face).
- Proficiency with Microsoft Office 365 Office (Outlook, Word, Excel, SharePoint, OneDrive)
- Knowledge of TCP/IP Networking relative to home networking and troubleshooting DOCSIS cable modem services.
- Must be willing and able to work flexible hours and shifts (days, evenings, weekends).
DEADLINE FOR APPLICATIONS: This position is open until filled.
As an equal-opportunity employer, we are committed to an inclusive and barrier free environment at Westman Communications Group and encourage applications from all qualified individuals. If you require a reasonable accommodation at any point during recruitment process or would like to request this posting in an alternate format, please indicate by emailing of the accommodation requirements. While we thank each applicant for their interest, only selected candidates will be contacted.
