Technical Specialist

At Rogers, the entrepreneurial spirit is part of our DNA. Our Rogers Business teams help foster and grow the Canadian economy by supporting businesses of all sizes. From small to large-scale enterprises, our teams help deliver innovative technology, network services, and a suite of solutions to help them succeed. We offer Canada’s largest and most reliable 5G network for our customers and are proud leaders in wireless private networking and IoT! We continuously expand and evolve our networks, invest in new technology capabilities, and invest in our people to serve our business customers and their communities.

 
Come play a key role in driving the future of business innovation in Canada. We are looking for team members with a passion for delivering industry-leading value to customers and supporting businesses in the communities where we live and work.

    
Are you up for the challenge? If so, consider the following opportunity:

Reporting to the Sr. Manger, Performance Management, the Technical Specialist is responsible for contributing to process improvement for the R4B Command Center. The candidate will deliver exceptional customer support and responsiveness across all Rogers for Business customers and portfolios. The Command Center is accountable to ensure all customer KPI are met in real-time, declaring actions on missed KPI / SLA, identification of common issues, and will engage Technical Services teams as needed. *** This is a 6 month contract position ***

What you will do:

• Live Pro-Active Ticket monitoring and handling 
• Live 7x24x365 support for TS frontline 
• Accountable to ensure all customer KPI are met in real-time 
• Declaring actions on missed KPI / SLA 
• Identification of common issues 
• Engage TS teams as needed 
• Accountable to engage Incident Managers as required 
• Live monitoring and mitigation of Workforce Management needs
• Facilitate proper visibility and urgency to each incident
• Quality and Continuous Improvement
• Embrace change in a fast-paced, performance-driven team environment
• Prepare relevant reports and statistics to be shared with management and teams 
• Work within the R4B TS Team to document content that aligns with R4B policies and customer needs

What you bring: 

• Post-Secondary education required
• ITIL certification (ITIL Foundation and Continuous Improvement)
• Available to work on a flexible schedule: days, evenings and weekends to meet customer demand
• Demonstrate an ability to communicate effectively to a variety of audiences verbally and in writing
• Ability to work effectively in a high volume/fast paced environment prioritizing and responding appropriately to customer and business needs
• Ability to work well in pressure situations
• Team Player with strong interpersonal, communication, and organizational skills
• Possess strong multitasking abilities
• Experience with trouble ticketing and reporting systems
   

Preferred Qualifications: 

• Experience in a Tier 2 telecommunications role
• Post-secondary diploma/degree

Schedule: Full time
Shift: Variable
Length of Contract: 6 Months
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 264917
 
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:  Digital & Technology