Business Support Technician

Rogers Communications, Inc.; Calgary; Remote; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Business Support Technician to join their dynamic Customer Experience team. This role focuses on providing exceptional technical support for a range of products including Voice, WiFi, TV, and Satellite services. The ideal candidate will possess strong IT skills, particularly in networking, and a passion for delivering outstanding customer service. You will tackle unique challenges daily, ensuring that clients receive timely resolutions to their inquiries. If you thrive in a fast-paced, collaborative environment and are eager to learn and grow, this opportunity is perfect for you.

Benefits

Health & well-being benefits

Donation matching

Paid time off for volunteering

Pension plan

Employee stock options

Generous employee discounts

Leadership development programs

Mentorship programs

Coaching programs

Qualifications

• Experience in IT with a focus on networking is essential.
• Outstanding customer service and communication skills are required.

Responsibilities

• Provide technical support for COAX/Fiber technologies.
• Resolve customer issues using diagnostic tools and expertise.
• Engage with customers to enhance their experience and resolve challenges.

Skills

Customer Service

Technical Support

Networking

Communication Skills

Problem Solving

Internet Technologies

Multi-tasking

Teamwork

Education

1+ years in Information Technology

Experience in Contact Center

Tools

Diagnostic Tools

Job description

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Business Support Technician

At Rogers, we put our customers first in everything we do! We’re growing our Customer Experience teams and are looking for team members who are committed to showing our customers and Canadians that we support them through their journey. Our Customer Experience team is enthusiastic, empathetic, and moved to make a difference – we’re passionate about people and ready to provide the ultimate customer experience to our customers. At Rogers, we're committed to connecting Canadians. Ready to build a rewarding career with us? If so, consider the following opportunity:

As a Business Support Technician, you will provide technical support to Roger’s clients across our COAX/Fiber technologies including our Voice, WiFi, TV, and Satellite products. The ideal candidate will have experience in IT and be driven to learn and play with the newest internet-based technologies. This role requires a solid grasp of internet theory, the ability to decipher complex situations, ultimately leading to a successful resolution.

A typical day :

This role is primarily responsible for supporting Roger’s clients across multiple platforms both verbal and written regarding the clients’ services. No two calls are the same, every client will present you with a new, outstanding challenge to dig deep on and resolve!

Learning will be an integral part of your day to day. As well, you will be responsible for:

1. Owning the customer experience through both inbound, outbound, and proactive contact
2. Applying your expertise using diagnostic tools to resolve outages, saturation events, and other customer/network impacting incidents
3. Matching the features, advantages, and benefits of Rogers products and services to our customers and making appropriate recommendations around their product set
4. Engaging in conversation with leadership regarding challenges the customers and staff are having
5. Previous contact center experience is an asset
6. Good understanding of the basics behind internet transportation and security technologies, specifically wired and wireless specifications
7. 1+ year(s) experience in information technology with a focus on networking
8. Outstanding customer service and verbal and written communication skills
9. Knowledge of all of Rogers products and services
10. Ability to work independently and the desire to go above and beyond while chipping in to a team’s overall success
11. Excellent interpersonal and multi-tasking skills and adaptable to changing priorities and ambitious situations
12. Ability to adapt and work in a fast paced, collaborative, multitasking environment while focusing on solving the clients' concern right the first time
13. Hard-working demeanor and customer focused approach that will enable you to deal with challenging situations through teamwork

As part of the recruitment process, candidates will be required to provide consent for and successfully pass a criminal background check.

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/credit background check and ID verification.

Schedule: Full time
Shift: Variable
Length of Contract: No Selection
Work Location: Remote
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 318295

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. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Customer Experience

Location:

Toronto, ON, CA; Nanaimo, BC, CA; Winnipeg, MB, CA; Mississauga, ON, CA; Victoria, BC, CA; Vancouver, BC, CA; Calgary, AB, CA; Edmonton, AB, CA; Montreal, QC, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Job Segment: Call Center, QC, Technical Support, Telecom, Telecommunications, Customer Service, Quality, Technology