At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.
Because we believe connections unite us, possibilities fuels us, and moments define us.
ROGERS Hamilton (Source Cable office, 1090 Upper Wellington) is currently recruiting for our technical support team! When it comes to taking care of our customers our technical support team is committed to providing our customers with the best experience 24x7. We are energetic, empathetic and dedicated to making a difference! They're passionate about people and doing whatever it takes to keep our customers happy and connected. If you're someone who's excited by a challenge, ready to take initiative and moved to make a difference you'll find success here!
You will be serving our residential and commercial customers while communicating with them via telephone, email and provide technical expertise and support by troubleshooting remotely with all available resources. Successful applicants will possess superior communication skills, a customer first attitude, outstanding computer skills , self learning capabilities and be able to thrive in a fast-paced rapidly changing work environment.
What you'll be doing
Handling calls of our customers to gain a better understanding of their challenges and effectively troubleshoot technical issues across all our business lines including: Television, Internet, Wireless Internet and Home Phone to recommend the best solutions for our customers.
Properly identify issues that require escalation and ensure all supporting information is shared with all stakeholders.
Understand the QoS metrics of the department and maintain the individual performance to acceptable and satisfactory standards
Demonstrating commitment to stay up to date with work processes, policies and company information.
Embracing change as we are working to migrate our Legacy customers to Rogers Ignite and are supporting and collaborating with many new ongoing and upcoming projects.
Identify and secure opportunities during customer interactions focusing on migrating existing Legacy customers to Rogers Ignite TV
To be able to work on your own and in a team environment.
On rotational basis, work various 8-hour shifts and 5 days a week including weekends, 24x7 and 365 days a year in our continuous Technical Support Call center.
Undergoing a thorough training to understand the details of the job and implementing them successfully
Minimum Qualifications and Must Haves:
Completion of high school diploma or higher
High flexbility to adapt to changing needs of operations and variable shift schedules including night shifts
Tech savvy with Cable, Internet and Phone products with previous technical support experience in a call center environment
Ability to solve issues through relevant consultative questions, visualizing the problem or situation and thinking creatively to solve it
Accountable and willing to take ownership of problems till the end
Computer proficiency including experience with multitasking using various CRM systems, remote troubleshooting applications, remote desktops, VPN and email clients
Available to work on a flexible schedule covering our 24-hour continuous operations: 8 hour rotating shifts including days, evenings, overnights, week-ends and statutory holidays to meet customer demands
Possess superior multitasking abilities while talking on phone and navigating tools on computer.
Must be punctual and committed to work schedules
Demonstrated ability to positively influence others
Demonstrated ability to problem solve in a time pressure environment.
Strong attention to detail, patience and good active listening skills
Nice to have:
Knowledge of Cableline and Wireless products and networks
Self learning capabilities with ability to grasp and process multiple topics simultaneously
Fast learning skills
Schedule: Full time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 1090 Upper Wellington Street (47), Hamilton, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 261423
Together, we'll make more possible, and these six shared values guide and define our work:
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