Job Description

At Rogers, we put our customers first in everything we do. We\'re committed to creating best-in-class customer experiences for millions of Canadians from coast-to-coast-to-coast. Our Customer Experience team is energetic, empathetic, and dedicated to making a difference - they\'re passionate about people and ready to do whatever it takes to keep us connected to a world of possibilities and the memorable moments that matter most.

If you\'re someone who\'s excited by a challenge, takes initiative, and moved to make a difference, you\'ll find success here. We\'re growing our customer experience teams and are looking for team members who are committed to make more possible for our customers and Canadians every day.

Think you\'re up for the challenge and the fun? If so, consider the following opportunity:

Do you have experience with Internet, cellular, and telephony services? Are you looking for a technical career path with one of Canada\'s top 100 employers? Join the Rogers for Business Technical Service team today!

The Rogers for Business Technical Service team provides technical support to Rogers small, medium, and enterprise business customers for all Rogers Wireless, Cable Internet, and Fiber products and services. We act as a single point of contact for service assurance, manage customer relations & SLA commitments, and act as an advocate on behalf of the customer for all of their technology issues.

As a Business Support Technician, you will have the opportunity to work in a highly motivated and collaborative team environment, enabling you to contribute and enhance your technical knowledge, troubleshooting, and communication skills to a level where you can apply them in the development of world-class customer solutions.

• You will have access to a wide range of benefits and the opportunity to participate in our pension plan, a group RRSP, and a stock ownership program
• We believe in developing our employees - you will have line of sight to a rewarding career with growth opportunities.

Core Responsibilities:

• Provide technical support to our business clients on Rogers products and services including, network connectivity, equipment functionality/configuration, account provisioning, and application support.
• Focus on customer experience and timely resolution
• Effectively manage multiple issues while meeting expected deadlines
• Educate customers on our products and services
• Establish a strong partnership with our business customers and act as the customer\'s advocate during outages, ensuring a high degree of customer satisfaction through strong communication process
• Ensure all customer interactions are thoroughly documented on our ticketing system
• Take accountability to effectively solve issues from beginning to end
• Take the initiative to identify opportunities or problems and ensure appropriate steps are taken
• Receive and incorporate feedback to improve personal and business performance
• Actively contribute and promote departmental business deliverables both current and future
• Contribute to Rogers\' knowledge assets

Technical Skills & Qualifications:

• Advanced knowledge of IP technology and networking
• Experience with web and mail client configuration and requirements
• Comprehensive understanding of DNS and domain hosting
• Understanding of Wi-Fi technology and standards
• Experience with basic network security and best practices
• Familiarity with telephony standards and features
• Strong analytical skills and ability to design and present solutions
• Agility and adaptability to change management
• Proven diplomacy and soft skills to manage internal and customer relationships
• Effective communications skills both written and oral
• Demonstrated positive attitude and facility with self-directed learning
• Post-Secondary education in a related technology or telecommunications field
• Possess CompTIA (A+, Network+), Microsoft, and Cisco (CCENT/CCT/CCNA) certifications is an asset
• Expertise in Microsoft and Apple computing platforms (Windows and Mac OS X)
• Knowledge of Wireline network topology
• Availability to work flexible shifts (including evenings, weekends, overnight, and holidays) in an 24x7x365 operation.
• Excellent customer service, interpersonal, and organizational skills
• Team player coupled with the ability to work independently
• Ability to work in a fast-paced dynamic environment with changing priorities
• Proficient keyboarding skills
• Bilingual (english/French) required ( A good knowledge of French is necessary as this role requires regular communication in English with customers and/or team members in other provinces).

Note: This is a work from home position

We have a remote-friendly culture. In this role, you will be working from home permanently as long as you meet our requirements which include, but are not limited to, a quiet workspace and the required internet bandwidth. You must also reside within 250km of: 800 de la Gaucheti\xc3\xa8re West to be eligible.

Not sure if you should apply for this role? Talk to your Manager or your HR Business Partner.

We\'ve established a set of internal hiring rules to help you find long-term success at Rogers. Click to access Your Career @ Rogers - Ground Rules and become familiar with the new requirements.

Posting Type: Internal and External Candidates Considered

Hiring Manager: Shauntel M Ranger

Recruiter: Michelle Raposo

Salary Grade: 4C

Schedule: Full time

Shift: Variable

Length of Contract: Not Applicable (Regular Position)

Work Location: Place Bonaventure-WFH (071), Montreal, QC

Travel Requirements: Up to 10%

Bargaining Unit/Union: NON

Posting Category/Function: Call Centre Operations & Technical Support

Referral Bonus Amount: $$750,00

Together, we\'ll make more possible, and these six shared values guide and define our work:

• Our people are at the heart of our success
• Our customers come first. They inspire everything we do
• We do what\'s right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• 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 .

Location:

Montreal, QC, CA Brampton, ON, CA

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

\xc2\xb7 Health & well-being benefits
\xc2\xb7 Donation matching
\xc2\xb7 Paid time off for volunteering
\xc2\xb7 Wealth Accumulation including: Pension plan & Employee stock options
\xc2\xb7 Generous employee discounts
\xc2\xb7 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 podcast with Dr. Sonia Kang.

Rogers Communications