Technical Support Consultant - Full-time (Bilingual)

Date: Aug 14, 2019

Location: Montreal, QC, CA, H5A 1K3

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 her dream. A sports fan celebrate a special moment.

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

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Rogers Wireless Technical Support department at our Downtown Montreal location is recruiting for Technical Support Consultants (Full-time).  We are looking for customer champions who will provide world class customer service by connecting to our customers and who enjoy solving problems imaginatively and resourcefully. Are you someone who goes above and beyond to wow your customers? Do you thrive in a fast-paced, performance environment? Would you love to be an ambassador for Rogers in delivering what’s next? If so, you should consider a career with us today (start date: September 3rd 2019)!



  • Be committed to "being there" for our customers and share our dedication in striving to deliver world class customer service, Technical support, and first call resolution!
  • Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements;
  • Handle inquiries about repair, replacement, technical problem resolution and connectivity;
  • Analyze of issues with telecommunication equipment and/or devices and associated desktop software;
  • Trouble shoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues;
  • Complete accurate transactions in a timely manner and an eye for detail;
  • Take appropriate action to efficiently resolve issues;
  • Take accountability to solve issues from beginning to end;
  • Incorporate feedback on a regular basis, to improve your personal and professional development
  • Proactively profile customer needs and match our products and services to those needs

 Minimum Qualifications: 

  • Completed high school diploma or higher
  • Bilingual (English and French) is a requirement
  • Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand
  • Excellent active listening and communication skills
  • Customer Champion: Passionate about providing world class customer service
  • Passionate about the telecommunication industry and technology
  • Ability to multi-task (navigating between multiple screens, while effectively carrying a conversation)
  • Must be computer literate (strong keyboard & internet navigation skills, basic math skills, etc.)
  • Dedicated to go above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
  • Proven past experience in a customer service or technical support role preferably in a call center
  • Proven ability to resolve customer issues in a professional and timely matter
  • Thrive in a fast-paced, highly competitive environment
  • Thrive to meet or exceed Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence

Preferred Qualifications:

  • Post-secondary education in a computer-related environment or comparable work experience
  • Post-secondary diploma/degree an asset

Challenging Work, Rewarding Careers:

  • Competitive base salary + performance based commissions
  • Comprehensive benefits program
  • Employee discount on products and services
  • Rogers Wealth Accumulation Plan (pension, RRSP’s, employee share plan)
  • Career pathing & organic growth opportunities to build a career
Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauchetiere O, Bureau 4000-Rogers(189), Montreal, QC 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 160915
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:  [[req_strategyPage]] || [[country]] || QC || Montreal || [[mfield2]] ||


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