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Offline Support Representative (103040)

Brampton, ON
Job Description:
        
POSITION OBJECTIVE
The customer porting centre analyst will support wireless LNP for our client brands.  Working with our client and our customers to facilitate the porting of telephone numbers between Carriers.

POSITION RESPONSIBILITIES
•       Resolve customer fallout issues on wireless LNP requests 
•       Work both inbound and outbound call/work queues for all our clients.
•       Meet and/or exceed Call Centre monthly performance objectives including, Quality, Productivity, Call Handle time, Adherence and Compliance to Schedule. 
•       Troubleshoot and diagnose issues and coordinate resolution of technical problems. 
•       Initiate technical calls to external and internal interfaces to resolve fallouts to reduce customer delays
•       Troubleshoot and gather information to identify root causes of customer dissatisfaction and determine appropriate course of action. 
•       Responsible for understanding and keeping updated on the CWNPG/CLOG Guidelines 
•       Track daily calls, problem-solve and communicate to specific departments for escalation and resolution. 
•       Working with multiple systems to resolve order issues including Vision 21, SMG and NPAC
•       Provide feedback to the management team for process improvement.
•       Analyze reports from external LNP Clearinghouse and Internal client Gateway re: outages, latency, high fallout rates and initiate corrective action with external and internal support groups 
•       Actively participate in a team environment. 
•       Deliver world class customer service in English and/or French.
•       Perform other duties and special projects as required.

POSITION QUALIFICATIONS
•       Bilingual language skills (English / French). 
•       French written and oral communication skills a requirement
•       Minimum 2 years experience in telecommunications industry – wireless skill set an asset.
•       Rated meeting or exceeding based on last OPM review.
•       Strong sense of ownership and responsibility, with the proven ability to work with minimal supervision. 
•       Demonstrated ability to prioritize assigned tasks and projects.
•       Role-Specific Competencies: Problem Solving/Judgment, Information Seeking, Listening Understanding & Responding, Customer Service Orientation, Teamwork & Collaboration, Initiative, Adaptability, Integrity, Individual Accountability, Operational Excellence. 
•       Experience in customer service, technical product support, repair and/or troubleshooting or help desk experience. 
•       Ability to perform well under pressure, with extremely tight timeframes, and demonstrate initiative. 
•       Ability to multi-task is essential. 
•       Must be able to work flexible hours, including shift coverage, evenings, weekends and holidays  
 
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