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Offline Support Representative (103040)

Brampton, ON
Job Description:
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.

•       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.

•       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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