Business Support Technician

Date: Aug 23, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Do you have experience with wireless voice and data services?  Are you looking for a Technical career path?  Are you internal and been in your role for at least a year? If so, this job is for you!
Enterprise Technical Support Tier 1 provides support for all Business customers, offering technical solutions and consultation over the phone, via online chat, or through email for Rogers’ products and services. We act as a single point of contact for Business customers, we manage customer relations & SLA commitments, and advocate on behalf of the customer for all of their technical issues. 
 
As an Enterprise Support Technician, you will have the opportunity to work in a highly motivated and collaborative team environment, enabling you to enhance your technical knowledge, troubleshooting, and communication skills.
 
What you will be doing:

  • Have an open mind for continuous learning & developing.
  • Effectively manage multiple issues while honouring your commitments.
  • Provide technical support for resolution such as, device functionality, device configuration, warranty, provisioning, application support, and network connectivity.
  • Ensure that all customer interactions are thoroughly documented within the ticketing system.
  • Take Ownership to effectively solve issues from beginning to end.
  • Take the initiative to identify opportunities or problems and ensure appropriate action is taken.
  • Receive and incorporate feedback to improve personal and business performance.
  • Actively contribute and promote Departmental Business Deliverables both current and future.

 

What you bring:

  • Highly motivated individual with the ability to work with minimal supervision.
  • A passion for providing excellent customer service.
  • Exceptional problem solving skills and attention to detail.
  • Ability to communicate clearly and effectively in both verbal and written.
  • Demonstrate ability to see issues from the customer’s perspective, assess urgency of requests and respond accordingly.
  • Demonstrate the ability to multi-task (type and talk, type and listen).
  • Ability to work in a fasted paced dynamic environment with changing priorities.
  • Proficient keyboarding skills.
  • Availability to work flexible shifts (including evenings, midnights, overnights, weekends and holiday’s) in an environment operating 7 days a week, 24 hours a day.
  • Strong foundation of Rogers’ products and Tools (Vision21, ICM, and associated support tools) is an asset.
  • Knowledge of wireless network topology (2G, 3G, 4G, 5G).
  • Extensive knowledge about Rogers Unison is an asset.
  • Strong understanding of Apple, Android OS’s and ecosystems.
  • Good understanding of Microsoft and Apple operating systems (Windows and Mac OS)

 

We are hiring for our Brampton, Toronto, and Montreal offices with the option to work from home.

 

 

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%
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 226497
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities 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 Rogers FAQ.

 
Posting Notes:  Call Centre 


Job Segment: Technical Support, Technician, Network, Telecom, Telecommunications, Technology

Location: Brampton, ON, CA Montreal, QC, CA Toronto, ON, CA

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