Day of Install Support Analyst 1

At Rogers, we put our customers first in everything we do Our Field Operations team provides top-notch service, connecting communities across Canada. We're seeking individuals who are passionate about technology, thrive in dynamic environments, and are ready to make a meaningful impact in the telecommunications industry. If you're ready to take on an exciting challenge and be part of a team that values innovation and excellence, consider the following opportunity.

Who we are:

We are a Super team that supports PON, DOCSIS and SHA Installations end to end and related fallouts prior to the installation date, on the date of install and post day of installation.

What's in it for you?

• We believe in investing in our people and helping them reach their potential as valuable members of our team.
• Competitive Salary
• Enjoy discounts up to 50% off Blue Jays tickets, Rogers, and Fido Services, 25% off TSC (Today s Shopping Choice) items, and 20% discount on all wireless accessories sold in Rogers Stores.
• Health & Dental Benefits, Pension plan and Stock Matching options
• Growth & Development opportunities to grow in Field Operations
• Work for an organization committed to environmental protection.
• We are an organization with a strong commitment to diversity and inclusion with employee resource groups supporting equity – including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.

What you will do:

• Work both inbound and outbound Customer and Technician queues
• Cross functional support to ensure customer and install readiness
• Track daily calls, problem-solve and communicate to specific departments for escalation and resolution.
• Receive and validate Clean Order Package (COP) requests in Maestro for all lines of business.
• Define schedule, assess risk factors and delivery plans to communicate to customers
• Coordinate and communicate firm installation date (FOC) with the customer
• Provide real time support for Field Technicians on the day of install
• Process Move/Burial requests for Roger's Customers
• Resolve "Day of Install" Maestro order fallouts with Field Operations
• Identify, repair, and modify impacted Maestro orders prior to Date of Install for all install scenarios
• Resolve Day of Installation Provisioning Tickets
• Categorize Day of Installation failures for reporting
• Provide ongoing support to address the Unwired Scenarios in Service Expansion
• Meet and/or exceed monthly performance objectives including, Quality, Productivity, Call Handle time, Adherence and Compliance to Schedule

What you bring:

• 2+ years of experience within the Telecommunication industry, Business to Business segment preferred
• Knowledge of Rogers services, products, and procedures
• Excellent proficiency with, ICM, Maestro, SGI, WOM, Excel, SMP, Xray, NIKA, SOA, Service Now and COSS preferred
• Effective communication (oral and written) and Presentation Skills
• Strong analytical and problem-solving abilities
• Ability to bring new ideas and approaches that are appropriate to the business to challenge the status quo
• Demonstrate a proficiency to interface with all levels of the organization, across a variety of cross-functional teams
• Excellent presentation skills and communication
• Post Secondary education in a related Technology or Telecommunications field
• Bilingualism (English & French) an asset

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

In certain provinces (e.g. British Columbia) you are required to obtain and maintain a valid security worker licence to perform your position's duties. If applicable, you must obtain the required license and provide proof of satisfactory to the Company that you have obtained it on or before your start date.

Schedule: Full time

Shift: Variable

Length of Contract: Not Applicable (Regular Position)

Work Location: 8200 Dixie Road (101), Brampton, ON

Travel Requirements: Up to 10%

Background Check(s) Required: Canadian Criminal Record Check

Posting Category/Function: Field Operations & Dispatch

Requisition ID: 330444

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite a minimum of four (4) days per week starting October 6, 2025, increasing to five (5) days per week effective February 2, 2026. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Customer Experience