Tech BackOffice Consultant

Date: Aug 31, 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.

The Source Cable team is currently recruiting for the Sr Technical BackOffice Ops position. The position is based at 1090 Upper Wellington St. in Hamilton and will report to the Sr Manager of Product Development & Operations, Source Cable.

 

The Technical BackOffice Ops group is an ever-changing department that supports Source Cable, Compton Communications, Kincardine Cable TV & Rogers in various lines of business (Cable TV, Internet, Phone, Ignite TV migrations, Fixed-Wireless Access & various R4B advanced initiatives) for customers, partner channels and technicians onsite. The successful candidate must be able to adapt to a dynamic environment and have strong multi-tasking and customer service skills as well as in depth system knowledge.

 

We support and encourage employees to find long term success and explore opportunities that play to their individual strengths and passions. We value lateral moves as much as vertical promotions – we believe all roles should develop your skills, broaden your experience, and help you build a rewarding career at Rogers.

 

 As the ideal candidate for the Technical BackOffice Ops team, you will:

  • Have a passion for problem solving and providing exceptional service.
  • Strong proficiency with Rogers tools including ICM, V21, SGI
  • Have technical knowledge of the cable networks & services.
  • Be able to work in a fast-paced environment, meeting or exceeding departmental goals.
  • Be seen as a team player, supporting an employee culture that promotes collaboration, ownership, accountability, growth, and development.
  • As a SENIOR team member, provide leadership utilizing all Rogers values on evenings and weekends and other times when management is not available.
  • Have exceptional attendance and punctuality.
  • Be an enthusiastic team member, with a goal towards excellence, working cooperatively with other departments, strong leadership skills
  • Have strong knowledge and experience of MS Word, Excel, and PowerPoint
  • Have excellent written and verbal communication skills
  • Have excellent organizational and analytical skills.
  • Ability to translate complex problems and concepts in training
  • Be able to Identify future training needs and create curriculum to facilitate that training
     

 

What you'll be doing:

  • Provide technical support to the call centre teams on a day to day basis
  • Create call centre schedules and ensure staffing meets service level targets
  • Create and implement a training schedule
  • Build rapport with trainees and encourage them to develop trust in one another so they can rely on each other
  • Assess employees’ skills, talents, performance and productivity and prepare written evaluations with advice for improvement
  • Onboard new hires and train them in our policies and procedures
  • Provision and support advanced services (PON, PBX, LTE, 5G) in coordination with sales & technicians.
  • Own and Manage effectively escalated consumer complaints from technical support.
  • Provide regular feedback to management on call trends and coach backs.
  • Work cooperatively with colleagues and support groups to ensure operational stability.
  • Manage various call types and inquiries supporting internal teams.
  • Accurately identify, track and escalate issues and work to resolve.
  • Provide ongoing support for all new products and services.
  • Other duties as assigned

 

 

Qualifications:

  • Post-Secondary education in a related field.
  • 3-5 years of related experience, preferably in telecommunications or a field operations environment.
  • Knowledge of Source & Rogers provisioning and front-end systems.
  • Good understanding of HFC & PON networks.
  • Comfortable with continuous change.
  • Advanced problem solving and decision-making skills.
  • Strong skills working with the Microsoft Office suite is an asset.

 

 

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 1090 Upper Wellington Street (47), Hamilton, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 247261
 
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: Consultant, Consulting, Telecom, Telecommunications, Network, Technology, Contract

Location: Hamilton, ON, CA Burlington, ON, CA Ancaster, ON, CA

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