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Benefits


Fido's High Speed internet department at our Downtown Montréal location is recruiting for Technical Support Consultants. We are looking for customer champions who will provide world class customer service by connecting to our customers and who enjoy solving problems imaginatively and resourcefully. Are you someone who goes above and beyond to wow your customers? Do you thrive in a fast-paced, performance environment? Would you love to be an ambassador for Rogers in delivering what’s next? If so, you should consider a career with us today! The start date is November 9, 2020!

Responsibilities:

Be committed to "being there" for our customers and share our dedication in striving to deliver world class customer service, Technical support, and first call resolution! Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements; Handle inquiries about repair, replacement, technical problem resolution and connectivity; Analyze of issues with telecommunication equipment and/or devices and associated desktop software;Trouble shoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues; Complete accurate transactions in a timely manner and an eye for detail; Take appropriate action to efficiently resolve issues; Take accountability to solve issues from beginning to end;Incorporate feedback on a regular basis, to improve your personal and professional developmentProactively profile customer needs and match our products and services to those needs
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Work environment

Work environments Rogers Communications Sans-Fil inc. 0
Work environments Rogers Communications Sans-Fil inc. 1
Work environments Rogers Communications Sans-Fil inc. 2

Requested skills

Completed high school diploma or higher
Bilingual (English and French) is a requirement
Available to work on a flexible schedule: days, evenings and week-ends to meet customer demand
Excellent active listening and communication skills
Customer Champion: Passionate about providing world class customer servicePassionate about the telecommunication industry and technology
Ability to multi-task (navigating between multiple screens, while effectively carrying a conversation)
Must be computer literate (strong keyboard & internet navigation skills, basic math skills, etc.)
Dedicated to go above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
Proven past experience in a customer service or technical support role preferably in a call center
Proven ability to resolve customer issues in a professional and timely matter
Thrive in a fast-paced, highly competitive environment
Thrive to meet or exceed
Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence

Commissions

Commissions or performance bonus program offered


Equal Opportunity Employer

This employer is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process.


Requirements

Level of education

High school

Diploma

DES
Completed

Work experience (years)

0-2 years

Written languages

Fr : Intermediate
En : Advanced

Spoken languages

Fr : Intermediate
En : Advanced

Internal reference No. 205886