oxio Technical Support Specialist

Cogeco Inc.; Burlington; Remote; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a passionate Technical Support Specialist to join their dynamic team. This role involves delivering exceptional technical support to customers and driving satisfaction through effective problem-solving. With a focus on continuous improvement, you will engage with customers, troubleshoot issues, and collaborate with internal teams to enhance service delivery. This work-from-home opportunity allows you to contribute to a company that values genuine connections and is committed to creating a diverse and inclusive environment. If you thrive in a fast-paced setting and are eager to make a difference, this position is perfect for you.

Qualifications

• 2+ years in a technical support role with a focus on customer satisfaction.
• Strong understanding of Internet and networking protocols.
• Fluency in English and French for collaboration.

Responsibilities

• Provide direct customer support and troubleshoot technical issues.
• Drive resolution of customer incidents within established SLAs.
• Document customer interactions and improve processes.

Skills

Technical Support

Problem-Solving

Customer Service

Networking Standards

Bilingual (English and French)

Education

Post-secondary degree in Engineering

Post-secondary degree in Networking

Post-secondary degree in Computer Science

Tools

Slack

Google Apps

Jira

Remedy

Confluence

Job description

oxio Technical Support Specialist page is loaded

oxio Technical Support Specialist

Apply locations Burlington, ON Trois-Rivières, QC time type Full time posted on Posted 2 Days Ago job requisition id JR8654

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:

Regular

Job Description :

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.

It is a work-from-home opportunity available throughout Canada.

Accountabilities

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

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

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

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

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

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

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

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

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

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

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

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

13. Use appropriate escalation as required to remove roadblocks

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

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

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

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

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

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

20. 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 holidays when scheduled.

Hours of work are subject to change on a weekly basis based on customer demand, or in emergency situations like service incidents or crises.

All agents must take necessary measures to ensure their own health and safety, and that of their co-workers, complying with all Health & Safety instructions, 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 in a technical support role
• 2+ years with Slack
• 2+ years working with Google Apps
• 2+ years with Jira, Remedy, and Confluence is an asset

Specific Competencies

• Fluency in English and French (spoken and written) required to collaborate with stakeholders in Quebec, Ontario, and the U.S.
• Passion for problem-solving and surprising customers
• Passion for providing excellent customer experiences
• Positive attitude and curiosity
• Continuous Improvement and Learning mindset
• Strong understanding of Internet, wired/wireless networking standards and protocols
• Genuinely positive attitude and interest in learning and improving
• Self-motivated with initiative to resolve problems independently
• Great sense of humour and respect for others
• Ability to remain calm under pressure

Diversity is valued at oxio. We are committed to providing equal opportunities regardless of cultural or individual differences, and aim to build diverse teams that reflect the communities we serve. We believe this diversity enhances our performance and distinguishes us in the market.

Location :

Burlington, ON

Company :

Cogeco Connexion Inc

At Cogeco, we recognize that diverse backgrounds, perspectives, and beliefs bring value to our business. We are dedicated to creating an inclusive environment where all colleagues can thrive. We prioritize health, safety, and well-being, and support accommodations during the application or recruitment process. Please contact us confidentially at [e-mail]

About us

Cogeco Inc. is a growing player in North American telecommunications and media, serving 1.6 million subscribers. Its subsidiaries provide Internet, video, and phone services across Canada and in the U.S., and it owns radio stations and a news agency in Québec. Its shares are listed on the Toronto Stock Exchange (TSX: CGO, CCA).