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, 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 and exchange, repairs and 30-Day device return requests
Responsible to locate answers for customers, quickly and accurately while using multiple resources
Resolve internally escalated technical troubleshooting issues
Diagnose and resolve escalated technical troubleshooting issues of wireless voice/data devices by account provisioning, device functionality, device configuration, application support, software downloads and network connectivity
Completion of high school diploma or higher
1 year experience minimum in technical support
Ability to solve issues through clear probing, communication, and visualize a problem or situation and think creatively to solve it
Open and close service requests, as well as manage the classification, assignment, tracking and completion of requests
Possess strong computer proficiency including experience using MS Windows (2000 & XP) operating systems.
Analyze issues with wireless data, voice devices and associated desktop software
Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand
Possess superior multitasking abilities
Must be computer literate: strong keyboarding and internet navigation skills and basic arithmetic skills required
Must be punctual and committed to work schedules
Demonstrated ability to positively influence others
Demonstrated ability to problem solve in a time pressure environment.
Bilingual French and English, written and spoken an asset
Experience in a telecommunications role
Post-secondary diploma/degree an asset
Previous experience and/or knowledge with Active Directory, Networking and Security
Familiarity with wireless technology; specifically wireless voice/data devices and associated desktop software. Experience with BlackBerry, Windows and Android OS