Managed Technical Specialist

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

Job summary

An established industry player is seeking a Managed Technical Specialist to enhance customer experience through technical support. This role focuses on assisting Rogers Business clients with Advantage Voice, a cloud-hosted service. You'll engage with customers to resolve issues and provide guidance on product features. The ideal candidate will possess strong technical support skills, excellent communication abilities, and a knack for multitasking in a dynamic environment. If you're passionate about delivering exceptional service and thrive in a collaborative setting, this opportunity could be the perfect fit 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 technical support, preferably in telecom.
• Ability to communicate complex ideas simply.

Responsibilities

• Support Rogers Business clients with Advantage Voice.
• Handle customer queries regarding service issues.

Skills

Technical support experience

Communication of complicated ideas

Good documentation practices

Team collaboration

Multitasking

Adaptability to change

Networking concepts understanding

Accreditation such as Network+

Job description

Select how often (in days) to receive an alert:

Managed Technical Specialist

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:

The primary focus of this role is to support Rogers Business clients with Advantage Voice.

Advantage Voice is a cloud hosted; SIP delivered service with several models of supported handsets and peripherals on prem. It is a customer facing contact center role. The three most common calls you will get are: “Something is broken”, “Something is not working quite the way we would like” and, “We need some help managing the features”.

The customer base ranges from 2-3 handsets and scales up from there as does the complexity of the deployment.

Advantage Voice is a SIP based product and as a result a general understanding of networking and related concepts would be a huge advantage.

While the bulk of our focus is on Advantage Voice from time to time we’ll get asked to help support across other product lines within the business environment.

Requirements:

1. Technical support experience preferably in a telecom environment
2. The ability to simplify and communicate complicated ideas both internally and externally
3. Good documentation practices
4. Accreditation such as network+ would be an asset
5. The ability to work together as a team
6. The ability to multitask, and manage multiple competing priorities
7. The ability to adapt to change

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: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: Remote
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 317269

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; Victoria, BC, CA; Calgary, AB, CA; Winnipeg, MB, CA; Mississauga, ON, CA; Montreal, QC, CA; Nanaimo, BC, CA; Edmonton, AB, 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, Equity, Telecommunications, Customer Service, Quality, Technology, Finance