oxio Technical Support Specialist

6 months ago

Burlington, Canada Cogeco Full time

POSITION SUMMARY:



The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class technical support service to help oxio pursue its fast growth and continue to be one of the most loved ISPs in Canada. Someone able to connect with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the success of a business with strong values and is customer-obsessed. Our Agent is responsible for delivering excellent technical support to current oxio customers.
 

Technical Support agents are responsible for direct customer service, support, and troubleshooting for oxio customers experiencing difficulty with their products or services. 

Agents drive customer satisfaction, reduce churn, and support revenue and subscriber growth by efficiently diagnosing, troubleshooting, and resolving customer issues using a variety of systems and tools. 

Agents work in a shift-based environment, with scheduling based on customer contact volumes, technical needs, and planned technology changes which may take place during overnight windows. 

The Technical Support Agent is ultimately responsible for delivering a high level of technical support, along with business unit churn ratio and cancellation targets.

This is a work-from-home opportunity

ACCOUNTABILITIES

Provide direct customer support by working with customers, determining issues, evaluating and analyzing symptoms, and documenting actions and outcomes in a variety of tools. 

Owns and is accountable for driving the resolution of customer incidents across multiple services, within established SLAs

Concisely summarizes and documents customer issues, operational issues, and processes for handoff to other agents as needed, or for continuous improvement purposes

Attends workshops or training sessions on new products, services, or technologies as needed

Performs under pressure in a high-paced environment, while working with empathy and understanding toward customers who may be experiencing difficulties 

Prioritizes and manages workload independently, handling multiple concurrent customer conversations effectively

Supports the broader Customer Care organization with incident management, and general customer service tasks from time to time

Identifies opportunities and implements approved changes to increase departmental, team, and individual performance. 

Concisely summarizes current states for any customer issue and jumps in to assist the team as needed.

Liaise with other areas of the business or team to support end-to-end solutions.

Encourage and demonstrate lean approaches, curiosity, continual learning, and empathy towards others.

Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved. 

Use appropriate escalation as required to remove roadblocks 

Promote a no blame and no fear culture where team members take calculated risks and celebrate your team's failures as much as successes

Foster a continuous improvement culture, one that gives trust openly and responsibility freely

Ensure customers are notified of pending changes to, and issues affecting, the services and kept up-to-date until issues closed

Ensure every interaction with, or on behalf of, a customer is logged so anyone else in the company can see the history 

Perform meaningful and insightful root cause analysis and coach team members on the same

Actively participate in, and improve, incident and problem management practices

Remain calm and collected in the midst of crisis and demonstrate leadership at all times

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY

Flexibility is required with respect to hours of work as this role is for customer support including evenings, weekends, and general holidays when scheduled.

Hours of work are subject to change on a weekly basis as business needs evolve, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises.

As part of their work, all agents must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and related work experience as asset.
 

WORK EXPERIENCE

2+ years or experience in a technical support role

2+ years of experience with Slack.

2+ years of experience working with Google Apps

2+ years of experience with Jira, Remedy, and Confluence is considered an asset. 

SPECIFIC COMPETENCIES

Passion for problem-solving and surprising customers

Passion for and demonstrated experience in providing amazing customer experiences

Positive attitude and demonstrated curiosity

Demonstrated use of Continuous Improvement and Learning throughout career

Strong understanding of the Internet, wired and wireless networking standards and protocols

Genuinely positive attitude and a keen interest to continually learn, experiment, and improve self and others

Self-motivated with the ability to take initiative in identifying and resolving problems independently

English is required and fluency in French is mandatory

Great sense of humour and respect for others

Excellent written and verbal communication skills in English and French

Demonstrated ability to remain calm in times of high-pressure

At oxio, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location :

Burlington, ON

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