Job Description

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:

What you will do:

Technical Issue Management:

• Provide advanced technical troubleshooting and/or answer customer inquiries regarding repair, replacement, technical problem resolution and connectivity for server solutions, wireless data, wireless voice, paging, and associated desktop software and broadband data
• Provide technical support including equipment functionality, equipment configuration, application support, software downloads, and network connectivity.
• Interface with internal and external partners (Network Operations, CIP, Roaming NOC, Jasper, DSC)
• Provide root cause analysis for outages/incident reports and a summary of resolution actions
• Ensure service level agreements and service level performance indicators are met
• Take initiative to identify opportunities/problems and ensure appropriate action is taken

Customer Interaction:

• Establish a strong partnership with our enterprise customers and act as the customer\'s advocate during outages ensuring a high degree of customer satisfaction through a strong communication process
• Provide our enterprise customers with network outage and maintenance notifications
• Track and act as a medium for escalations between our vendors and the customer
• Prepare and present service reports to customers
• Educate customers on new releases and/or possible updates on their products

Documentation:

• Ensure that all customer interactions are thoroughly documented within the ticketing system and track all associated master tickets or escalations to the vendor and/or network group
• Track escalated issues and provide ongoing progress reports to management and customers
• Create and maintain all external and internal process documentation within the ESA organization

Product & Technology Skill:

• Knowledge of wireless network topology GSM / GPRS / EDGE / UMTS / HSPA+ / LTE / 5G/WiFi/ fixed wireless (aka Inukshuk) for the following products and services:
• All Smartphone Phones, iPad, Air Cards, and other data devices
• Track network changes and relates to customer impacts (Release and Change management)
• Public and Custom APN solutions.
• Technology skills and understanding of Network support tools such as HLR, GGSN, SGSN, MSC, BSC, etc.

What you will bring:

• Bilingualism (English/French) is an asset
• Post-Secondary education in a related technology or telecommunications field
• Working knowledge of the following: Mobile telephone switching, digital transmission systems, GSM / GPRS / EDGE / UMTS / HSPA+ / LTE / 5G/ WiFi/fixed wireless (aka Inukshuk)
• ability to demonstrate advanced troubleshooting techniques required
• Knowledge of ITIL is an asset
• Demonstrated application of a sound troubleshooting strategy, particularly under conditions of critical severity with our large Enterprise customers
• Proven ability to successfully collaborate with a group of systems and business professionals in a service-group capacity
• Previous experience within a telecom technical helpdesk environment
• Demonstrated communication with technical and management staff, both verbal and written
• Team player coupled with the ability to work independently
• Ability to work in a fast-paced dynamic environment with changing priorities
• Able to manage and apply self-directed learning
• Excellent Keyboarding skills
• Ability to multi-task
• A passion for working with new technology and continuous learning
• Demonstrated customer service orientation

Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: No Selection
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 282160

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 .

Posting Notes: Digital & Technology

Location:

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