Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:

Régulier

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 across multiple services, within established SLAs

- Concisely summarizes and documents customer issues, operational issues, and processes for handoff to other agents as needed, or for continuous improvement purposes

- Attends workshops or training sessions on new products, services, or technologies as needed

- Performs under pressure in a high-paced environment, while working with empathy and understanding toward customers who may be experiencing difficulties

- 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, team, and individual performance.

- Concisely summarizes current states for any customer issue and jumps in to assist the team as needed.

- Liaise with other areas of the business or team to support end-to-end solutions.

- Encourage and demonstrate lean approaches, curiosity, continual learning, and empathy towards others.

- Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved.

- Use appropriate escalation as required to remove roadblocks

- Promote a no blame and no fear culture where team members take calculated risks and celebrate your team's failures as much as successes

- Foster a continuous improvement culture, one that gives trust openly and responsibility freely

- Ensure customers are notified of pending changes to, and issues affecting, the services and kept up-to-date until issues closed

- Ensure every interaction with, or on behalf of, 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, and improve, incident and problem management practices

- Remain calm and collected in the midst of crisis and demonstrate leadership at all times

PHYSICAL DEMANDS, HEALTH & SAFETY, WORK HOURS, AND VISUAL ACUITY

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.

As part of their work, all agents must take all necessary measures to ensure their own health and safety, and that of their co-workers. They must comply with all Health & Safety instructions, guidelines, policies, and procedures issued by the Company.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

- Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and related work experience as asset.

WORK EXPERIENCE

- 2+ years or experience in a technical support role





- 2+ years of experience with Slack.

- 2+ years of experience working with Google Apps

- 2+ years of experience with Jira, Remedy, and Confluence is considered an asset.

SPECIFIC COMPETENCIES

- Strong communication skills (written and verbal).

- Passion for problem-solving and surprising customers.

- Passion for and demonstrated experience in providing amazing customer experiences.

- Positive attitude and demonstrated curiosity.

- Demonstrated use of Continuous Improvement and Learning throughout career.

- Robust understanding of the Internet, wired and wireless networking standards, and protocols.

- Genuinely positive attitude and a keen interest to continually learn, experiment, and improve self and others.

- Self-motivated with the ability to take initiative in identifying and resolving problems independently.

- Great sense of humour and respect for others.

- Demonstrated ability to remain calm in times of high pressure.

At oxio, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams that reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location :

Burlington, ON

Company :

Cogeco Connexion Inc

Chez Cogeco, nous savons que des origines, des points de vue et des croyances différentes peuvent apporter une valeur inestimable à notre entreprise. Cette diversité renforce notre capacité à imaginer, à innover et à nous développer en tant qu'entreprise. Nous nous engageons donc à faire tout ce qui est en notre pouvoir pour créer un milieu d'appartenance plus diversifié et inclusif.

En créant une culture où tous nos collègues peuvent donner le meilleur d'eux-mêmes au travail, nous faisons notre part pour construire un lieu de travail et un monde plus équitables. Du développement professionnel à la sécurité personnelle, Cogeco s'efforce constamment de créer un environnement qui accueille et enrichit tout le monde. Nous faisons de la santé et du bien-être de nos collègues l'une de nos plus grandes priorités, car nous savons que des employés engagés et appréciés sont synonymes d'une meilleure expérience globale pour nos clients.

Si vous avez besoin de mesures d'adaptation, quelles qu’elles soient, en ce qui concerne notre processus de recrutement, veuillez nous contacter en toute confidentialité à [email protected]

📌 Specialist, oxio Technical Support (Canada)
🏢 Cogeco Connexion
📍 Canada