Technical Support Representative, Live Chat
Shaw Communications
Montreal Canada
9d ago

Shaw is a family-oriented, Canadian owned business with over 14,000 employees across the country, providing services to more than 3 million customers with top quality cable TV, Internet, digital phone, direct-

to-home satellite services, and programming including Global Television and 19 of the country's most popular specialty channels.

At Shaw we believe a diverse workforce fosters diversity of thought and perspective, and more diversity means more solutions.

We invite all qualified individuals to apply.

Career Opportunity : Technical Support Representative, eCare

We have an exciting opportunity for a Technical Support Representative, eCare role in Montreal. The successful candidate will be accountable for corresponding to national customer inquiries and requests received online.

Accountabilities / Responsibilities :

  • Correspond with Customers directly online via Customer Care Online Chat and e-mail, in all Shaw systems
  • Process customer requests made online, such as online orders and online transfers
  • Promote Shaw’s products and services through identifying customer needs
  • Seek out opportunities for additional sales with new and existing customers
  • Provide professional and knowledgeable service while delivering an exceptional customer experience
  • Establish strong customer relations with both internal and external customers
  • Complete data input with a high level of speed and accuracy
  • Verify rates and codes to ensure accurate customer billing
  • Ensure department and individual goals are consistently met
  • Represent Shaw in a positive and professional manner
  • Various other duties as needed
  • Required Skills, Experience and Qualifications :

  • Grade 12 completion or equivalent
  • Minimum 1 year of demonstrated customer service and sales experience within a fast paced retail, sales and / or call centre environment, previous chat experience is an asset.
  • Strong selling skills with a demonstrated ability to close the sale
  • Pleasant personality with superior written and verbal communication skills, including strong grammar and editing skills
  • Excellent organizational & multitasking skills while being adaptable to changing priorities and challenging situations with integrity, empathy and sincerity
  • Ability to meet deadlines and input data with high level of speed and accuracy
  • Strong computer skills including knowledge and proficiency with Microsoft Office (Word, Excel, and Outlook)
  • Minimum Typing speed of 45-50 WPM
  • Team player with excellent customer service, organizational skills and attention to detail
  • Ability to work independently and the desire to go above and beyond while contributing to your team’s overall success
  • Goal oriented with the ability to work in a fast paced, rapidly changing environment
  • Ability to work flexible shifts including evenings, weekends and statutory holidays
  • Professional business manner
  • If you value a workplace that promotes accountability, exemplifies loyalty, never compromises integrity and has a strong social conscience then start your career with us by applying now.

    We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.

    Shaw Communications, through its third party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below.

    The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications.

    The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner.

    Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

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