Customer Experience Technician
Telecommunications should be simple, friendly, and affordable. This philosophy has helped Start.ca achieve some of the highest customer ratings among Internet Service Providers in Canada. Our mission is to be the most loved, most recommended, and most desired telecom provider out there. Accomplishing this starts with our people!
Our Customer Experience Technicians use their expertise and solutions focused mindset to cultivate exceptional customer interactions with us.
What you’ll be doing:
Actively support technical issues related to the Start services portfolio (internet, digital TV, VoIP home phone).
Treat each customer interaction as a unique experience by understanding and appreciating individual customer requirements and needs.
Actively listen to customer concerns and requirements, provide insight, identify, recommend and implement the best solution for resolving the technical issue(s) presented.
Solutions oriented mindset able to offer effective and appropriate options and/or solutions to issues or requests presented, seeking to address and resolve issues promptly and effectively the first time.
Ensure customers have a clear understanding of the steps you are taking and why you are taking them.
Monitor and update status of unresolved issues and proactively communicate with the customer until the customer confirms a satisfactory resolution.
Build and maintain strong customer relationships, loyalty, and retention through exceptional support and the presentation, awareness and best effort support.
Work collaboratively with other internal departments to address issues quickly and effectively.
Proactively seek out solutions using appropriate documentation, established diagnostics tools and procedures, and use of sound judgment to refer unusual or complex inquiries to another team member.
Leverage the expertise and knowledge of others and seek direction or direct advanced requests to the appropriate team member.
Ensure confidential information is protected and consistent with all Start’s confidentiality processes.
Accurately record customer interactions/documentation and service requests for quick and accurate processing.
Maintain a high degree of professionalism, courteousness, and friendliness.
Actively contribute to a strong team through your own positive and supportive actions and behaviours.
Other appropriate responsibilities relevant to the role today and the role as it may evolve.
What we are looking for:
Post secondary education in an information technology field or equivalent experience.
Experience in a customer service role where you developed a passion for a customer-focused approach.
Knowledge of internet infrastructure, home networking configurations/equipment, common operating systems, productivity applications, Wi-Fi, types of internet connections, and VoIP home phone.
Critical thinking to assess and scope areas for improvement and an ability to offer creative solutions.
Attention to detail and superb communication skills to breakdown complex information into simple terms and sharing accurate, valid, and complete information.
An active approach to problem solving coupled with the ability to achieve results.
Take ownership of deliverables and be accountable for results.
A growth mindset and flexibility to be able to shift tasks and priorities when circumstances dictate.
Able to work in a fast-paced, high-energy, team-based environment with an open mind and attitude to explore new technologies, improve efficiency, and embrace change.
Strong morals and ethics, along with a commitment to customer privacy and confidentiality.
Able to perform computer work, including typing and other fine motor movements for up to 80% of each shift.
Ability to pass a criminal background check.
Available for evenings, nights, weekends and statutory holiday coverage.
What we offer:
We live by our core values: Friendly, Smart, Honest, Reliable, Forward and Involved.
We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here :)
As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development.
Pay per performance compensation philosophy.
Group Retirement Savings Plan with company matching.
Comprehensive flex option health & dental benefits & life insurance.
Remote work opportunities.
Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences and this respect is shared throughout our culture.
We know that applying to a new role takes a lot of work and we truly value your time. We’re looking forward to reading your application!