Offline Support Representative (82659)

Location: Brampton, ON, Canada
Date Posted: 03-07-2018
POSITION RESPONSIBILITIES

> •    Resolve customer fallout issues on wireless LNP requests
> •    Work both inbound and outbound call/work queues for all LOB’s: client Wireless, Fido Solutions, client Business Solutions, Chatr, Wholesale and Port-Out Queues.
> •    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

> •    French written and oral communication skills an asset
> •    Minimum 2 years experience in telecommunications industry – wireless skill set an asset.
> •    Rated meeting or exceeding based on last OPM review.
> •    Bilingual language skills (English / French).
> •    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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