Technical Analyst

Rogers Communications - Brampton, ON (30+ days ago)

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At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

We support and encourage employees to find long term success and explore opportunities that play to their individual strengths and passions. We value lateral moves as much as vertical promotions – we believe all roles should develop your skills, broaden your experience, and help you continue on a journey to building a rewarding career at Rogers.

We’ve established a new set of internal hiring rules to help you find long-term success at Rogers. Click here to access Your Career @ Rogers – Ground Rules and become familiar with the new requirements.

Position Objective:
Reporting to the Manager, Enterprise Technical Support Wireline, this role is accountable for front line support of Rogers EBU Customers experiencing issues with their Wireline Data and Voice services.

This will entail initial troubleshooting of live customer calls, documenting trouble tickets, providing updates, and assigning tickets to the appropriate next level support team within a 24/7 environment.

In this role you will:
Act as front-line customer interface for all customer troubles reported into the Rogers Service Desk
Escalate issues to appropriate Management Team
Work with Rogers internal support teams and external vendors to ensure that MTTR is met
Ensure accurate and detailed notes are logged into trouble tickets
Assign and prioritize incident tickets for Enterprise Wireline Tier 2 Team
Create incident and advisory reports for extended network outage

Qualifications:
Must have:
Availability to work in a 24x7x365 shift environment
Excellent Customer Service Skills
Excellent Verbal and Written Communication to a variety of audiences
Must be able to perform in a busy, fast changing environment
Ability to work well in pressure situations
Team Player with Strong Interpersonal skills
Possess strong multitasking abilities
Available to work a flexible schedule to meet customer demands
Must be punctual and committed to work schedules
Able to build strong relationships in order to balance teamwork with business priorities
Have experience and high level view of a network supporting

Nice to have:
Bilingual (French/English)
Knowledge of different Data and Voice access technologies
Knowledge of DOCIS/DOCIS 3
Knowledge of MPLS VPN services
Experience with trouble ticketing and reporting systems
Knowledge of SIP, Toll Free Routing

Not sure if you should apply for this role? Talk to your Manager or your HR Business Partner.

At Rogers, success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide how we work:

Simplify and innovate

Take ownership of the what and the how

Equip people to succeed

Execute with discipline and pride

Talk straight, build trust, and over deliver

As you consider what’s next, remember that we work as one team, with one goal – to serve our customers better.

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 155468

Together, we'll make more possible, and these six shared values guide and define our work:

Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

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