Offline Support Representative (84109-M)

Location: Brampton, ON, Canada
Date Posted: 03-08-2018
Job Description:
•             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.
•             Bilingual language skills (English / French).
•             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.
•             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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