Customer Service Technologist

Main Responsibilities

• Act as the lead for the CSR internal team in order to implement a service, maximizing automation of systems to support workflow for end customer requirements and operation of CSR functions.
• Develop technical and administrative implementation plans, specifications, schedules and manage implementation of these activities with affected intra company dependencies.
• Integrate supervisory and BOSS systems to form a structured tier based support for fault/problem detection and resolution at Level 1 and 2 support levels.
• Conduct interdepartmental meetings to determine infrastructure/systems and manpower resources required to meet service demands for CSR functions.
• Develop critical milestones for projects and ensure they proceed on schedule.
• Escalate any potentially sensitive customer issues to immediate manager as required.
• Monitor Customer performance and service experience and ask for additional sales, engineering and/or management support when needed.
• Utilize Emergency notification procedures to communicate emergency activities to the Telesat management team and the associated customers/stakeholders, both internal and external.
• Develop methodology to identify program deficiencies and document a plan to correct and close the gaps in providing CSR functionality.
• Manage relationships with the sales, engineering and operations team, 3rd party suppliers and vendors to ensure the contracted services are met.
• Provides assistance/advice to all Telesat departmental disciplines regarding the scheduling and project management of assigned projects for any workflow related to customer service issues or system faults.
• Contributes to interdepartmental plan meetings as identified by management.
• Exercise independent judgment and a high level of analytical skill in solving complex and unusual administrative and fault management problems
• Support CSR functions by acting as the technical liaison on various projects related to provision of level 1 and 2 support functions to end customers.
• Generate various technical procedures and training material in support of CSR, field service and/or operations sub groups to aid in problem resolution activity, if unable to resolve at L1 and L2 processes.

Education & Experience Required

• Electronics Engineering Technologist Diploma or equivalent Post-Secondary education
• 5+ years of technical experience in the telecommunication field
• 3+ years of experience in a Telecom based Customer Support environment
• Experienced in establishing and maintaining positive customer relations
• Experienced in leading technical and non-technical teams
• Ability to work effectively in a cross-functional and global environment
• Experience interacting directly with customers in supporting systems and services
• Excellent communication, presentation skills, interpersonal and leadership skills
• Strong analytical and problem solving skills
• Bilingualism is preferred

Specialized Knowledge, Skills & Abilities

• A strong background in telecommunications Customer Support technology.
• Exposure to Layer 2 services and MEF implementation an asset.
• Implementation and optimization of supervisory systems and Customer Support in an Operations setting
• Practical knowledge of data collection, storage, analysis in real time operational systems using provide dashboards or pre-defined query tools.
• Incumbent must have good people skills, presenting a professional image at all times.

Equipment Used

• Various network management and control terminals based on Integrated workflow views
• BOSS and general operating supervisory systems
• personal protective equipment
• General office equipment and computerized systems required in a Call Centre environment.