Cogeco
telco
Specialist,oxioTechnicalSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Specialist, oxio Technical Support at Cogeco. Skills: Technical support, Customer service, Problem-solving. Deliver best-in-class technical support service. Deliver excellent technical support to current oxio customers”
What You'll Achieve.
Drive customer satisfaction; Reduce churn; Support revenue and subscriber growth; Deliver a high level of technical support; Meet business unit churn ratio and cancellation targets; Increase departmental, team, and individual performance
Industry & Context.
Passion for problem-solving; Self-motivated with the ability to take initiative in identifying and resolving problems independently; Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved
Work-from-home opportunity available throughout Canada, Shift-based environment, with scheduling based on customer contact volumes, technical needs, and planned technology changes which may take place during overnight windows, Flexibility is required with respect to hours of work as this role is for customer support including evenings, weekends, and general holidays when scheduled, Hours of work are subject to change on a weekly basis as business needs evolve, and are highly subject to change depending on customer demand, or in emergency situations like a service incident or crises, Must take all necessary measures to ensure their own health and safety, and that of their co-workers, Comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company, Perform under pressure in a high-paced environment, Remain calm and collected in the midst of crisis and demonstrate leadership at all times
What They're Looking For.
Must Have
2+ years of experience in a technical support role, 2+ years of experience with Slack, 2+ years of experience working with Google Apps, Fluency in English and French (spoken and written), Passion for problem-solving, Passion for providing amazing customer experiences, Understanding of the Internet, wired and wireless networking standards, and protocols
Nice to Have
2+ years of experience with Jira, Remedy, and Confluence
What You'll Do.
Deliver best-in-class technical support service
Deliver excellent technical support to current oxio customers
Direct customer service
and troubleshooting for customers experiencing difficulty with their products or services
and resolving customer issues using a variety of systems and tools
Provide direct customer support by working with customers
evaluating and analyzing symptoms
and documenting actions and outcomes in a variety of tools
Owns and is accountable for driving the resolution of customer incidents across multiple services
within established SLAs
Concisely summarizes and documents customer issues
and processes for handoff to other agents as needed
or for continuous improvement purposes
Attends workshops or training sessions on new products
or technologies as needed
Prioritizes and manages workload independently
handling multiple concurrent customer conversations effectively
Supports the broader Customer Care organization with incident management
and general customer service tasks from time to time
Identifies opportunities and implements approved changes to increase departmental
and individual performance
Concisely summarizes current states for any customer issue and jumps in to assist the team as needed
Ensure customers are notified of pending changes to
the services and kept up-to-date until issues closed
Ensure every interaction with
a customer is logged so anyone else in the company can see the history
Perform meaningful and insightful root cause analysis and coach team members on the same
Actively participate in
incident and problem management practices
How You'll Work.
Team & Collaboration
Connect with internal teams; Liaise with other areas of the business or team to support end-to-end solutions; Assist the team as needed; Coach team members on root cause analysis
Communication Scope
Fluency in English and French (spoken and written)
Full Job Description
Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated. ## Time Type: Regular ## Job Description : **_POSITION SUMMARY:_** The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class technical support service to help oxio pursue its fast growth and continue to be one of the most loved ISPs in Canada. Someone able to connect with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the success of a business with strong values and is customer-obsessed. Our Agent is responsible for delivering excellent technical support to current oxio customers. Technical Support agents are responsible for direct customer service, support, and troubleshooting for oxio customers experiencing difficulty with their products or services. Agents drive customer satisfaction, reduce churn, and support revenue and subscriber growth by efficiently diagnosing, troubleshooting, and resolving customer issues using a variety of systems and tools. Agents work in a shift-based environment, with scheduling based on customer contact volumes, technical needs, and planned technology changes which may take place during overnight windows. The Technical Support Agent is ultimately responsible for delivering a high level of technical support, along with business unit churn ratio and cancellation targets. **_It is a work-from-home opportunity available throughout Canada._ ** **_ACCOUNTABILITIES_** * Provide direct customer support by working with customers, determining issues, evaluating and analyzing symptoms, and documenting actions and outcomes in a variety of tools. * Owns and is accountable for driving the resolution of customer incidents acr
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