Customer Experience Group - Technical Representative

Full-Time Position

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Location: London, ON – Customer Experience Group - Technical Support Representative

Internet and telecommunications should be simple, friendly, and affordable. This philosophy has helped achieve some of the highest customer ratings among Internet Service Providers (ISPs) in Canada.

Our mission is to be the most loved, most recommended, and most desired telecom provider out there. Accomplishing this begins with our people!

Our Customer Experience Group (CxG) Technical Support Representatives use their expertise and solutions-focused mindset to cultivate exceptional customer interactions with us.

What you’ll be doing:

  • Actively support technical issues related to the Start services: internet, digital TV, VoIP home phone
  • Interacting with customers over the phone, email, and chat
  • Treat each customer interaction as a unique experience by understanding and appreciating individual customer requirements and needs
  • Actively listen to customer requirements, then identify, recommend and implement the best solution for resolving the technical issue(s) presented
  • Utilize your solutions-oriented mindset to deliver effective and appropriate solutions, seeking to address and resolve issues promptly and effectively
  • Ensure customers have a clear understanding of steps you are taking and why
  • Monitor and update status of unresolved issues, proactively communicating with customers until they confirm a satisfactory resolution
  • Build and maintain strong customer relationships, loyalty, and retention through exceptional support and the presentation, awareness and best effort support
  • Work collaboratively with other internal departments to address issues quickly
  • Proactively seek out solutions using appropriate documentation, established diagnostics tools and procedures, and use of sound judgment to refer unusual or complex inquiries to another team member
  • Leverage the expertise and knowledge of others on your team
  • Ensure confidential information is protected and consistent with process
  • Accurately record and document every customer interaction and service request
  • Maintain high degree of professionalism, respect, friendliness and reliability
  • Actively contribute to a strong team culture through your own positive and supportive actions and behaviours
  • Other appropriate responsibilities relevant to the role today and the role as it may evolve

What we are looking for:

  • Post secondary education in an I.T. discipline or equivalent experience
  • Experience in a customer service role
  • Passion for delivering amazing customer experiences
  • Able to communicate clearly and professionally with customers and peers
  • Ownership of role deliverables and be accountable for your results and success
  • Understanding of internet infrastructure, home networking configurations, equipment, common operating systems, productivity applications, Wi-Fi, types of internet connections, and VoIP home phone
  • Critical thinking and an ability to offer creative solutions
  • Attention to detail and superb communication skills
  • Ability to breakdown complex information into simple terms, sharing accurate, and complete information
  • Growth mindset, flexibility, and ability to shift task focus and priority as needed
  • Able to work in a fast-paced, team-based environment with an open mind and attitude to explore new technologies, improve efficiency, and embrace change
  • Commitment to customer privacy and confidentiality
  • Able to perform computer work, including typing and other fine motor movements for up to 80% of each shift
  • Ability to pass a criminal background check
  • Available for evenings, nights, weekends and statutory holiday coverage

What we offer:

  • We live by our core values: Friendly, Smart, Honest, Reliable, Forward, Involved
  • We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here :)
  • As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development
  • Pay for performance compensation philosophy
  • Group Retirement Savings Plan with company matching
  • Comprehensive flex option health & dental benefits and life insurance
  • Remote work opportunities with ability to work from office as required/necessary to maintain quality, 24x7 operations and customer support

Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences, and this respect is shared throughout our culture.

We know that applying to a new role takes a lot of work and we truly value your time. We’re looking forward to reading your application!

Interested in this position?

Are you a high energy, motivated team player? could be the place for you!

Apply Now

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