Customer Service & Technical Support Consultant

Communication - Marketing - Sales
Details:
Strong computer proficiency
Telecommunications
Burnaby
Bilingual
June 20, 2016
Updated on
September 20, 2017
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.

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!

Responsibilities:

   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

Minimum Qualifications:

   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.

Preferred Qualifications:

   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