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Customer Experience Technical Specialist


Location: London, ON
Date Posted: Aug 21, 2020

Job Description


Customer Experience Technical Specialist

Location: London, ON

Telecommunications should be simple, friendly, and affordable. This philosophy has helped 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 Technical Specialists 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.
Work collaboratively with other internal departments to address issues quickly and effectively. Assist in monitoring social media requests relating to start’s product portfolio.
Participate as required/requested in project initiatives in order to provide CxG insights.
Support team members within the CxG in troubleshooting issues that are more complex. 
Identify ongoing growth and improvement of processes and services. 
Monitor, identify, and where appropriate, update technical processes and procedures.
Leverage the expertise and knowledge of others and seek direction or direct advanced requests to the appropriate teams.
Ensure confidential information is protected and consistent with all Start’s confidentiality processes. 
Accurately record customer interactions, issues, and service requests for quick and accurate processing.
Build and maintain strong customer relationships, loyalty, and retention through exceptional support and the presentation, awareness and best effort support. 
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. 
1-2 years of experience in a technical support role. 
Experience in a customer service where you developed a passion for the customer-focused approach.
Very strong knowledge of internet infrastructure, business networking configurations/equipment, common operating systems, productivity applications, Wi-Fi, internet connectivity, VoIP, IPTV, hardware and peripherals. 
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.
Taking ownership of deliverable's and being accountable for the 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.

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!

Apply now