At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.
Because we believe connections unite us, possibilities fuel us, and moments define us.
As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.
ROGERS Hamilton (Source Cable office, 1090 Upper Wellington) is currently recruiting for our technical support team! When it comes to taking care of our customers our technical support team is committed to providing our customers with the best experience. They are energetic, empathetic and dedicated to making a difference! They're passionate about people and doing whatever it takes to keep our customers happy and connected. If you're someone who's excited by a challenge, ready to take initiative and moved to make a difference you'll find success here!
You will be serving our residential and commercial customers requiring technical expertise or support while communicating with them via telephone and email . Successful applicants will possess superior communication skills, a customer first attitude, outstanding computer skills and be able to thrive in a fast-paced work environment.
What you’ll be doing
Listening to our customers to gain a better understanding of their challenges and effectively troubleshoot technical issues across all our business lines including: Cable Television/Internet/Home Phone and Wireless Internet and to recommend the best solutions for our customers.
Properly identify issues that require escalation and ensure all supporting information is shared with management.
Understanding the importance of documentation and sharing information across teams to communicate technical issues and or outages.
Demonstrating commitment to stay up to date with work processes, policies and company information.
Embracing change as we are working to migrate our legacy tv customers to Rogers Ignite TV and are supporting and collaborating with many new projects.
Identify and secure sales opportunities during customer interactions focusing on migrating Source Cable customers to Rogers Ignite TV.
To be able to work on your own and in a team environment.
To work various 8-hour shifts including weekends, 365 days a year in our continuous Technical Support Call center.
Knowledge of Windows and Apple operating systems and related Internet software including Internet browsers, Email clients and network configuration. Knowledge of networking hardware like routers, gateways, modems, switches, etc
Completion of high school diploma or higher
At least 1 year of experience working in a call center environment, preferably in technical support domain.
Knowledge and prior experience in troubleshooting of Cable, Internet and Phone products
Ability to solve issues through relevant consultative questions, visualizing the problem or situation and thinking creatively to solve it
Accountable and willing to take ownership of problems
Basic computer proficiency including experience with using various internet browsers and email clients as well as possess proficient keyboarding skill.
Available to work on a flexible schedule covering our 24-hour continuous operations: 8 hour rotating shifts including days, evenings, overnights, week-ends and statutory holidays to meet customer demand
Possess superior multitasking abilities while talking on phone and navigating tools on computer.
Must be punctual and committed to work schedules
Demonstrated ability to positively influence others
Demonstrated ability to problem solve in a time pressure environment.
Strong attention to detail, patience and good active listening skills
Nice to have:
Basic understanding of Source Cable and Rogers products and services
Basic knowledge of wireless technology. (Towers, Cells , Antenna etc.)
Willingness to learn and adapt new techniques and methods.
As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.
Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.
Schedule: Full time
Length of Contract: Not Applicable (Regular Position)
Work Location: 1090 Upper Wellington Street (47), Hamilton, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 254972
Together, we'll make more possible, and these six shared values guide and define our work:
Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
We give back to our communities and protect our environment
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
Posting Notes: Customer Experience