Job Description

Telecommunications Technical Customer Support Specialist

We bring people and opportunities together. Driven by a desire to increase employee productivity and technological efficiency, we are making business communications more accessible than ever.

Knowledge, experience, and quality are at the forefront of everything we do. With these guiding principles and a strong focus on personalized client support, we have become one of the most respected Unified Communications as a Service (UCaaS) providers in the industry.

For over 20 years, we have been developing on-premises communications services to meet the demands of our clients\' most challenging requirements. These fully-customized solutions - unified communications and collaboration, SIP trunking, fiber optic connectivity, business Wi-Fi, networking and structured cabling - specializing in the senior living retirement home market - have a proven record and are trusted by businesses throughout Canada.

Role Summary
Reporting to the Customer Experience Manager, the Telecommunications Technical Customer Support Specialist supports the Company\'s efforts to ensure full satisfaction of its external and internal customers. The incumbent handles customer inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate, with the objective of retaining customer\'s business.

Main Responsibilities:

• Working in our contact center, handling all internal and external phone calls and email communications: inquiries, concerns, complaints, escalations, comments;
• Increasing brand loyalty by providing effective solutions to resolve unsatisfactory service issues in accordance with established policies and procedures;
• Provide exceptional first level technical and general support and ensure each client receives excellent customer service;
• For new customers, activate telecom services for external clients using internal billing platform;
• Deploy the options chosen by the customer;
• Up sell the service offer through suggestion of long-distance packages;
• Using the \xe2\x80\x9cTalisap\xe2\x80\x9d software, configure the modems for internet services prior to installations;
• For existing customers, provide first level support for troubleshooting on internet issues related to user or hardware issues;
• Open a work orders to escalation issues to a Level II Technician;
• Program/Troubleshoot on various tools, solutions.
• Report Telco issues to suppliers and follow up to ensure the issue has been rectified.
• Schedule Technicians across Canada to have work requests done, approve the partners invoices and close the work orders.
• Ensure all operating procedures are thoroughly followed and logged accordingly;
• Accurately report all work orders and enter notes in the CRM (Zoho) and in-house billing platform.
• Work within team context to assist other agents as required.

Qualifications and Competencies:

• DEC, ACS (Accreditation, Customer Service) an asset;
• Customer Service training; phone systems, internet; Telco, IPTV Minerva & Engage and Cloud services an asset.
• 3 to 5 years technical customer support in telecommunications/contact center environment;
• Perfectly Bilingual (French and English) written and spoken;
• Highly customer service oriented, enjoy handling and resolving situations.
• Detail-oriented, organized, a strong team player, flexible and able to multi-task
• Ability to explain a situation and to give advice. Approach centered on empathy is required and the ability to summarize and vulgarize information
• Ability to communicate and collaborate efficiently;
• Team player who enjoys working with and helping others;
• Strong computer skills including knowledge of Microsoft Office products (e.g. Word, Excel, PowerPoint), Internet and specific programs such as CRM (contact center software) and web based billing platforms;
• Positive energy, outlook and \xe2\x80\x9ccan-do\xe2\x80\x9d attitude;
• Methodological skills, strong problem-solving and troubleshooting abilities;
• Creative and proactive attitude;
• Self-motivation to achieve consistently high-quality results;
• Patience and compassion having to deal with clients from senior home market.

Connect it Networks - COV Communications is committed to employment equity. Only those candidates who have been retained will be contacted for an interview.

Requirements

• Important - refer to job description

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