Business Technical Support Rep

Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity:

Who we're looking for:
Rogers together with Comwave is looking for a highly motivated full-time Business Technical Support Representative in our Business Support team. Comwave is Canada's largest service provider specializing in Voice over IP (VoIP), Data, and IPTV Services, serving more than 1, 600 cities across Canada and the US, in both Retail and Wholesale markets. Comwave is a dynamic, entrepreneurial organization, leading the market in its service-oriented approach to its customers and expanding its teams with like-minded individuals.

This Business Technical support Representative opportunity is responsible for the Tier1 operation and support of our Business Customers. Rogers together with Comwave provides a great learning opportunity working with wide variety of products and systems. It is expected that the Business Technical Support Representative has a sufficient level of knowledge and experience in Internet Service Provider and VoIP Telephony to support all Business products and services.

What you'll do:

• Ensuring you are logged in and available to take inbound call via our Call Center Queues.
• Provide an exceptional level of VoIP (SIP-Trunking, Digital Business Line and hPBX) Networking technical support (Modem, Routers, and Switches) to Comwave Business clients and Channel Partners by actively listening, documenting, and striving for a high level of first call resolution.
• Escalate potential product or system issues to Tier 2 and Management, as well as customer inquiries to preserve problem resolution in a timely manner.
• Visit customer locations and assist for the purpose of deployment, troubleshooting or service migration where you will be representing Rogers together with Comwave to its customers and professional appearance and attitude are essential.
• Work closely with commercial vendors escalating service-related issues/questions.
• Be part of an on-call rotation which is currently once every five weeks. Rotating shifts up to 6:00 pm may be required.
• Continuously update documentation on department WiKi.
• Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations.

What you bring?

• 1-3 years of experience working in Call Center and VoIP & Internet/Network Support Roles.
• Proven experience with SIP and VoIP as well as good understanding of LAN Technologies.
• Working knowledge of SIP and hPBX platforms.
• Sound knowledge of TCP/IP, LAN/WAN, DSL, Cable, Fibre, SIP, and DNS.
• Excellent interpersonal skills with a strong customer service orientation.
• Superior verbal and written communication skills with the ability to respond to customer inquiries via telephone as well as email in a professional and timely manner.
• Preferred Education: College Diploma or Certificate in Internet Technology or Networking or Telecommunication.

What's in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you'll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including: Competitive salary & annual bonus :

• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.

Discounts:

• Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.

Paid time off for volunteering

• Company matching contributions to charities you support

Growth & Development Opportunities:

• Self-driven career development programs (E.g. MyPath program)
• Rogers First: priority in applying to internal roles of interest

Wellness Programs:

• Homewood employee & family assistance program
• Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions o Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
• Work for an organization committed to environmental protection
• Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.
• We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week.

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 61 Wildcat Road (7883), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Technology & Information Technology
Requisition ID: 315787

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Technology