Specialist

Description:

The Technical Support Specialist position is an employee home based role that will provide excellent service to our customers leveraging a combination of exceptional communication, comprehension and resolution techniques.. Is detail oriented and follows established procedures, policies and available tools. The successful candidate is responsible for handling technical calls from/to customers within all Cogeco systems in a timely and professional manner and providing first level technical support for CATV and Internet/VOIP subscribers.

RESPONSIBILITIES:

• Provides first level technical support for all Cogeco products (e.g. Cable TV, Internet, Epico, VOIP, TiVo, etc) and answers other types of inbound customer inquiries for all systems.

• Takes ownership of providing customized solutions and options while responding to questions or problems that are raised by the customer. Ensuring their inquiry is resolved on the first call

• Troubleshoots and resolves technical issues using established diagnostics tools and procedures. Escalates customer issues as required.

• Responsible for accurate data input using prescribed applications.

• Analyses customer requests for special requests, burials and service calls and takes appropriate action.

• Identifies area-wide service interruptions for all locations and alerts appropriate staff in a timely manner.

• Resolves service discrepancies and credits customer accounts.

• Performs off-line duties that directly impact customers and improve the customer’s experience

• Highlights the features and benefits of cable television and broadband services by confidently handling competitive issues with an approach that will incite customers to choose Cogeco as their exclusive service provider. Make all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services.

• Assists with other departmental requests as required and performs special projects as assigned.

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

• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

• When opportunities are present on qualified calls, agent’s expectation is to introduce our products and create leads that will be transferred to our sales team.

• Other duties and tasks as required.

• This is a province-wide (Ontario) remote opportunity.

ACADEMIC TRAINING:

• High School Diploma required.

• Post secondary education preferred

• A+ Certification an asset