Specialist, oxio Technical Support

Cogeco•Burlington, ON

11d•Remote

About The Position

The telco industry landscape in Canada is evolving and we are looking for people to deliver best-in-class technical support service to help oxio pursue its fast growth and continue to be one of the most loved ISPs in Canada. Someone able to connect with our customers and internal teams. Someone who is passionate and has the ability to get things done. Someone who wants to be a part of the success of a business with strong values and is customer-obsessed. Our Agent is responsible for delivering excellent technical support to current oxio customers. Technical Support agents are responsible for direct customer service, support, and troubleshooting for oxio customers experiencing difficulty with their products or services. Agents drive customer satisfaction, reduce churn, and support revenue and subscriber growth by efficiently diagnosing, troubleshooting, and resolving customer issues using a variety of systems and tools. Agents work in a shift-based environment, with scheduling based on customer contact volumes, technical needs, and planned technology changes which may take place during overnight windows. The Technical Support Agent is ultimately responsible for delivering a high level of technical support, along with business unit churn ratio and cancellation targets. It is a work-from-home opportunity available throughout Canada.

Requirements

Post-secondary degree in Engineering, Networking or Computer Science, or an equivalent combination of education and related work experience as asset.
2+ years or experience in a technical support role
2+ years of experience with Slack.
2+ years of experience working with Google Apps
Strong communication skills (written and verbal).
Passion for problem-solving and surprising customers.
Passion for and demonstrated experience in providing amazing customer experiences.
Positive attitude and demonstrated curiosity.
Demonstrated use of Continuous Improvement and Learning throughout career.
Strong understanding of the Internet, wired and wireless networking standards, and protocols.
Genuinely positive attitude and a keen interest to continually learn, experiment, and improve self and others.
Self-motivated with the ability to take initiative in identifying and resolving problems independently.
Great sense of humour and respect for others.
Demonstrated ability to remain calm in times of high pressure.

Nice To Haves

2+ years of experience with Jira, Remedy, and Confluence is considered an asset.

Responsibilities

Provide direct customer support by working with customers, determining issues, evaluating and analyzing symptoms, and documenting actions and outcomes in a variety of tools.
Owns and is accountable for driving the resolution of customer incidents across multiple services, within established SLAs
Concisely summarizes and documents customer issues, operational issues, and processes for handoff to other agents as needed, or for continuous improvement purposes
Attends workshops or training sessions on new products, services, or technologies as needed
Performs under pressure in a high-paced environment, while working with empathy and understanding toward customers who may be experiencing difficulties
Prioritizes and manages workload independently, handling multiple concurrent customer conversations effectively
Supports the broader Customer Care organization with incident management, and general customer service tasks from time to time
Identifies opportunities and implements approved changes to increase departmental, team, and individual performance.
Concisely summarizes current states for any customer issue and jumps in to assist the team as needed.
Liaise with other areas of the business or team to support end-to-end solutions.
Encourage and demonstrate lean approaches, curiosity, continual learning, and empathy towards others.
Detect operational efficiency problems and address it in collaboration with supervisors and stakeholders involved.
Use appropriate escalation as required to remove roadblocks
Promote a no blame and no fear culture where team members take calculated risks and celebrate your team's failures as much as successes
Foster a continuous improvement culture, one that gives trust openly and responsibility freely
Ensure customers are notified of pending changes to, and issues affecting, the services and kept up-to-date until issues closed
Ensure every interaction with, or on behalf of, a customer is logged so anyone else in the company can see the history
Perform meaningful and insightful root cause analysis and coach team members on the same
Actively participate in, and improve, incident and problem management practices
Remain calm and collected in the midst of crisis and demonstrate leadership at all times