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Sr Technical Specialist

 

Our company was built on the dream of a pioneering entrepreneur, and that spirit continues to empower our work with businesses across Canada today. The Rogers Business team helps organizations of all sizes adapt, scale, and win with network services and other innovative technology solutions that are reliable, secure, and scalable. These solutions are built to allow businesses to operate more efficiently, reduce costs and improve productivity and collaboration. We are looking for team members who have a passion for delivering industry-leading value to customers and businesses in the communities where we live and work, so come build a rewarding career at Rogers and be a driving force behind our success story!

 

Sr. Technical Support Specialist 

We are looking for a Sr. Technical Support Specialist to provide technical support for Rogers Enterprise customers by phone and email. In this role, you will act as a trusted point of contact, manage service expectations, support SLA commitments, and help drive timely resolution of customer-impacting technical issues within a 24/7 support environment. 

You will troubleshoot service issues, maintain accurate ticket details, coordinate escalations, and keep customers and internal teams informed throughout the resolution process. This role offers the opportunity to strengthen your technical expertise while contributing to reliable enterprise solutions and a high-quality customer experience. 

What You’ll Do 

Technical Issue Management 

  • Troubleshoot complex technical issues related to wireless connectivity, data, voice, IOT Equipment, applications, and network services. 

  • Collaborate with internal teams, vendors, and service partners to resolve customer-impacting incidents. 

  • Prepare clear incident summaries, root cause analysis, resolution actions, and customer-impact details. 

  • Help ensure service level agreements and performance expectations are met. 

  • Identify opportunities to improve service quality, customer experience, and follow-up discipline. 

Customer Interaction 

  • Build strong customer relationships and act as an advocate during outages and service-impacting events. 

  • Provide timely outage, maintenance, product, and service-update communications to enterprise customers. 

  • Track vendor and customer escalations to support timely follow-up and resolution. 

  • Prepare and present service reports to customers. 

Documentation 

  • Document customer interactions, master tickets, vendor escalations, and network escalations accurately in the ticketing system. 

  • Monitor escalated issues and provide progress updates to management and customers. 

  • Create and maintain internal and external process documentation for the ESA organization. 

 

Product and Technology Knowledge 

  • Apply working knowledge of wireless network technologies, including GSM, GPRS, EDGE, UMTS, HSPA+, LTE, 5G, Wi-Fi, fixed wireless, smartphones, and data devices. 

  • Support public and custom APN solutions. 

  • Assess customer impacts related to network releases and change-management activities. 

  • Use network support tools and platforms such as HLR, GGSN, SGSN, and MSC. 

What You’ll Bring 

  • Post-secondary education in technology, telecommunications, or a related field. 

  • Five or more years of telecom technical help desk or related support experience. 

  • Working knowledge of wireless technologies, mobile switching, digital transmission systems,  Wi-Fi, fixed wireless, and related network platforms. 

  • Strong troubleshooting judgment, especially during critical incidents involving enterprise customers. 

  • Ability to collaborate with technical teams, business stakeholders, vendors, and service partners. 

  • Clear verbal and written communication skills, with the ability to explain technical issues to technical and management audiences. 

  • Ability to work independently, support team priorities, and manage multiple tasks in a fast-paced environment. 

  • Interest in emerging technology, continuous learning, and customer-focused problem solving. 

  • Bilingualism in English and French, and ITIL knowledge are assets. 

 

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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 background check. Additionally, a credit check and drivers abstract may be required depending on the role.

 

Schedule: Full time
Shift: Rotating
Length of Contract: No Selection
Work Location: 800, Gauchetiere O, Bureau 4000-Place Bonaventure - Montreal(182), Montreal, QC
Travel Requirements: Up to 10%
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 341471

 

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

 

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

 

 

 

 
Location: 

Toronto, ON, CA Montreal, QC, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

*available for full-time and part-time permanent employees, some restrictions apply

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


Job Segment: Call Center, Help Desk, Technical Support, QC, Information Technology, Customer Service, Technology, Quality

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