Customer Service and Technical Support Consultant

Communication - Marketing - Sales
Customer service
May 1, 2018
Updated on
June 13, 2018
Valid until

We are looking for customer champions who will provide world class service by connecting to our customers and who enjoy solving problems imaginatively and resourcefully.

At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

Rogers Communications is recruiting for Care and Technical Support Consultants to join our Cityfone team.  We are looking for customer champions who will provide world class service by connecting to our customers and who enjoy solving problems imaginatively and resourcefully. Do you thrive in a fast-paced, performance and sales driven environment? Would you love to be an ambassador for Rogers in delivering what’s next? If so, you should consider a career with us today!


Demonstrate a passion to connect and build rapport with a variety of customers and their changing needs

Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, add/remove packages and additional line sales

Assist customers with their care & technical troubleshooting inquiries via phone, chat & email, (including billing inquiries, contract / plan information, processing bill payments, cancellations)

Take accountability to solve issues from beginning to end

Keep abreast of new information provided to ensure you have the right information to service the customer

Process device warranty, exchange, and 30-Day device return requests

Responsible to locate answers for customers, quickly and accurately while using multiple resources

Troubleshoot issues of wireless voice/data devices by identifying the issue, researching a solution and walking customer through steps to resolve the problem.

Minimum Qualifications:

Completion of high school diploma or higher

Tech savvy with wireless and mobile products

Ability to solve issues through asking good questions, visualizing the problem or situation and thinking creatively to solve it

Accountable and willing to take ownership of problems

Basic computer proficiency including experience with using Google and Microsoft Outlook, with good keyboarding skill.

Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand

Possess superior multitasking abilities

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

Preferred Qualifications:

Bilingual French and English, written and spoken an asset

6 months - 1 year experience in mobile technical support

Passion for wireless/mobile technology

Experience in a telecommunications industry

Familiarity with wireless technology; specifically wireless voice/data devices on Android OS and Windows Mobile OS

Challenging work, Rewarding Careers:

Competitive base salary + performance based commissions

Comprehensive benefits program

Rogers Employee Discount on products and services

Rogers Wealth Accumulation Plan (pension, RRSP's, employee share plan)

Fun, supportive, family like atmosphere

Career pathing & organic growth opportunities to build a career

Schedule: Full Time

Shift: Variable

Length of Contract: Not Applicable (Regular Position)

Work Location: 1600 - 4710 Kingsway (016), Burnaby, BC

Travel Requirements: None

Posting Category/Function: Call Centre Operations & Technical Support

Requisition ID: 121040


As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.

We recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:

Simplify and innovate

Take ownership of the what and the how

Equip people to succeed

Execute with discipline and pride

Talk straight, build trust, and over deliver

Why Rogers?  Because your tomorrow inspires our today.

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 can also reach out to our team at to begin a conversation about your individual accessibility needs throughout the hiring process.