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:

• Amazing customer service skills
• Technical support experience preferably in a telecom environment
• The ability to simplify and communicate complicated ideas both internally and externally
• Good documentation practices
• Accreditation such as network+ would be an asset
• The ability to work together as a team
• The ability to multitask, and manage multiple competing priorities
• 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, Remote, 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. 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 Recruitment Process FAQ.

Posting Notes:  Customer Experience