Customer Experience Technician

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!
 

Start.ca is currently searching for a Customer Experience Technician(s) to join our Customer Experience Group’s Technical Support team. Your primary focus will be on utilizing your strong technical skills and amazing customer focus to create the industry leading support our customers have come to know Start.ca by.

What you’ll be doing:

•  Provide solutions to Start.ca customer’s technical issues related to Start.ca services including home and business internet, home digital TV, and home   digital phone (VoIP)

• Understand and approach each customer interaction as a unique opportunity to provide a great Start.ca experience by 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

• Seek to address and resolve issues promptly and effectively the first time

• Provide customers a clear understanding of steps you are taking and why they are required

• Monitor and update unresolved issues, proactively communicating with customer until they confirm a satisfactory resolution has been implemented

• Actively contribute to a strong team through positive and supportive actions and behaviors

• Build and maintain strong customer relationships, loyalty, and retention through exceptional support

•  Work collaboratively with other Start.ca teams as needed in addressing issues quickly and taking the time required to ensure the customer is satisfied with the effort and support

•  Proactively seek out solutions using appropriate documentation, established diagnostics tools and procedures within your scope of responsibility

•  Leverage the expertise and knowledge of others, escalating issues when appropriate

• Ensure confidential information is consistently protected

• Accurately document all interactions and service requests for quick and accurate processing

• Maintain a high degree of professionalism, courteousness, and friendliness

• 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 and a proven passion for a customer-focused approach

• Working knowledge of internet connection types and infrastructure, home networking configurations and equipment, common O/S systems, Wi-Fi, and digital home phone (VoIP)

• Critical thinking skills and ability to assess appropriate and sometimes unique solutions

•  Attention to detail and superb communication skills to breakdown complex information into appropriate and clear terms and sharing accurate, valid, and complete information

•  An active approach to problem solving coupled with the ability to achieve results

•  Able to 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

•  Responsible and able to complete tasks in a highly decentralized, remote-team environment

•  Open mind and attitude towards exploring new technologies and embracing 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

• Hours of work: 1pm-11pm, Wednesday through Saturday (4 shifts / 3 days off per week)

• When working from home, you will require a strong and reliable remote internet connection in a suitable and quiet workspace for performing the required expectations of this role

• We are a 24x7, 7-day a week operation so some Statutory holiday coverage may be required

•  Ability to pass a criminal background check

What we offer:

• We live by our core values: Friendly, Smart, Honest, Reliable, Forward, 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 for performance compensation philosophy

• Group Retirement Savings Plan with company matching

• Comprehensive flex option health & dental benefits and life insurance

• Remote work opportunities with ability to work from office as required/necessary to maintain quality, 24x7 operations and customer support

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!

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