Help Desk Specialist
Shaw Direct
Canada
11d ago

Freedom Mobile is transforming the Canadian wireless industry by ushering in a new generation of mobile plans that are unmatched by any competitor.

We are rapidly increasing our subscriber count and need talented professionals to help drive our vision at becoming the best in class mobile operator in the country! Be a part of something truly special and experience why Freedom Mobile is the fastest growing telecom company in Canada! We believe an inclusive workforce fosters diversity of thought and perspective, and our different perspectives create better solutions.

We invite all qualified individuals to apply. Career Opportunity : Help Desk SpecialistAre you passionate about joining Our Customer Care team made up of energetic service professionals whose mission is to provide each and every caller with the white glove treatment’?

The Customer Care team located in Toronto is currently seeking a Help Desk Specialist to join their team.Position Overview

  • Serve as an ambassador to assist Call Center and Retail agents with all customer inquiries
  • Provide support to internal and external stakeholders while ensuring a positive customer experience
  • Respond and resolve all escalated customer issues through strong negotiation and decision making skillsAccountabilities / Responsibilities
  • Facilitate and provide a high level of service and support in an inbound call centre environment to Call Centre and Retail agents with Help Desk related calls such as port requests, troubleshooting, billing disputes etc.
  • Work with Call Centre and Retail agents to ensure that all of their issues are resolved using the tools provided to you and by interfacing with other departments and vendors
  • Accurately and efficiently support Call Centre and Retail agents in resolving customer issues which include but are not limited to troubleshooting wireless services, wireless handsets, data devices, etc.
  • Assess and validate all wide-spread issues and act as liaison between departments to coordinate immediate resolution
  • Work with CRM to validate, create and escalate Service Request tickets for timely resolution
  • Ensure issues are escalated to the appropriate departments in a timely manner
  • Participate in team meetings and on-going training sessions
  • Adhere to Customer Care department policies, procedures and standards
  • Other duties as requested by the Team Lead or ManagerRequired Skills, Experience and Qualifications :
  • Team Work - able to work independently and in a team environment
  • Problem Solving ability to resolve complex issues independently
  • Communication - should have excellent verbal and written communication skills along with solid negotiation skills
  • Reliability responsible and dependable, and fulfilling obligations
  • Highly analytical with a strong understanding of current offerings and plan compatibilities
  • Highly motivated and creative with the ability to work successfully under pressure with little supervision
  • Effective time management, multi-tasking capabilities with strong attention to detail
  • Technical Orientation- knowledge of wireless networks and devices as well as the ability to research and resolve problems using a variety of technical resources and tools
  • At least 2 years of experience in a customer care call center environment
  • Previous experience in Technical Support or Help Desk
  • Previous wireless telecommunications experience is an asset
  • Basic knowledge of cellular network methodology
  • Knowledge of mobile operating systems including Android, iOs, Windows etc.
  • Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint) We are building a team of talented people who want to connect to a career without limits and help change Canadian wireless.
  • Join us! For more information on Freedom Mobile and to view our other opportunities, please visit www.freedommobile.ca / careers.

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

  • BUSINESS UNIT : Wireless (Company Freedom)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 Broadcast Services.

    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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