Specialist, Business Support

Cogeco • Aiken, SC

2d • $19 - $28 • Onsite

About The Position

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are ‘Above And Beyonders,’ who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers’ lives through connected and memorable experiences. As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

POSITION SUMMARY: In accordance with established policies, procedures, and service principles, the Field Support Coordinator is responsible for ensuring seamless day-to-day field operations and delivering an optimal level of support to internal vendors, field technicians, and local leadership. Operating within the Field Support Operations department, the incumbent will specialize in one of two critical functions: Technician Support (providing real-time technical troubleshooting, equipment provisioning, and account modifications for field techs) or Dispatch (managing market routing, optimizing daily technician workloads, and facilitating real-time schedule adjustments). Regardless of specialization, the coordinator maintains a strong focus on efficiency, timely communication, and proactive problem-solving to ensure smooth service completion for our customers.

Requirements

• High School Diploma (or equivalent)
• 2–4+ years of previous experience in a call center, dispatch, or technical support environment.
• Proven customer service skills with a demonstrated track record of superior first-call resolution.
• Demonstrated knowledge of Breezeline processes, internal procedures, or general telecommunications workflows is highly preferred.
• Performance at a high standard with a history of consistently meeting or exceeding KPI expectations.
• Strong written and verbal communication skills alongside excellent phone etiquette.
• Detail-oriented with a proven ability to analyze situations, troubleshoot technical or logistical problems, and take independent initiative.
• Open to change with a proactive learning attitude and a strong commitment to contributing to a collaborative team environment.
• Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment.
• A general understanding of the broadband, telecom, cable, and internet industries is a strong asset.
• Flexibility with respect to hours of work is required. The incumbent must be willing to work variable shifts, including days, evenings, weekends, and general holidays, as business needs evolve.

Responsibilities

• Building and fostering positive relationships with all customers, field technicians, and local leaders; identifying their needs and responding in a timely, professional manner.
• Escalating complex operational or technical issues as required and appropriate to ensure quick resolution.
• Maintaining constant attentiveness and responsiveness to both external and internal customers' needs, ensuring solutions align with Breezeline’s service standards.
• Efficiently handles "Support Tasks"—incoming internal tickets submitted by field technicians requesting real-time assistance in the field.
• Provides first-level technical troubleshooting support to field personnel to resolve installation or service disruptions on-site.
• Processes time-sensitive order updates in CSG, including cancellations, reschedules, "not-home" status updates, adding/removing equipment, and minor account modifications to adjust customer services.
• Strategically routes and manages the daily workload and schedules for field technicians across assigned markets to optimize efficiency.
• Monitors and addresses same-day scheduling requests.
• Prepares and communicates critical routing information to local leaders by completing and distributing route sheets each morning and afternoon.
• Proactively identifies and resolves scheduling conflicts, missed time windows, or overloaded routes to minimize service disruptions.

Benefits

• Market-leading base salary with participation in the Employee Bonus Plan.
• Robust 401(k) plan with a 50% company match (up to 5%) and eligibility for the Cogeco Stock Purchase Plan.
• Comprehensive Medical, Dental, and Vision coverage.
• Company-paid Life Insurance (1x compensation), Short-Term and Long-Term Disability coverage.
• Generous PTO, Company-recognized Holidays, Floating Holidays, and a comprehensive Flex Work Policy.
• Tuition Reimbursement, opportunities for LinkedIn Learning subscriptions, and a complimentary Headspace Membership.
• Complimentary and discounted broadband services (for those in our service area).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED