Current Students Info

Customer Service/Technical Support Agent

Ongoing position
Full or Part Time: 
Full Time
Closing Date: 
Jul 21 2011 - Aug 2 2011

Please send your resume and cover letter to:

Customer Service/Technical Support Agent - Full Time/ Part Time

Essential Responsibilities and Duties

  • Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements
  • Handle inquiries about repair, replacement, technical problem resolution and connectivity
  • Analyze issues with telecommunication equipment and/or devices and associated desktop software
  • Troubleshoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues
  • Ability to customize service offerings for customers based on their individual needs andpromote appropriate products and services as necessary Accurately complete transactions with a sense of urgency and an eye for detail
  • Complete accurate transactions with a sense of urgency and an eye for detail
  • Take appropriate action to efficiently resolve issues
  • Take accountability to solve issues from beginning to end
  • Receive and incorporate feedback to improve personal and business performance
  • Respond promptly to customer needs
  • Be committed to "being there" for our customers and share our dedication in striving to deliver world class Technical support and first call resolution!



  • Customer service oriented skills and ability
  • Flexibility and enthusiasm for troubleshooting problems and providing effective solutions
  • Listen and resolve problems in a timely manner and use reason, even when dealing with emotional situations
  • Speak clearly and persuasively in positive or negative situations, listen and establish clarity to resolve issues and increase customer satisfaction with Rogers Communications
  • Develop strong rapport with caller early in each contact
  • Meet commitments
  • Experience using Windows and Internet web browsing computer applications
  • Excellent data entry, listening, and problem solving skills
  • Ability to work in a multi-task environment, talking to customers while simultaneously accessing the computer system
  • Positive attitude and strong interpersonal skills
  • Availability to work a variety of different hours during the week is desirable


Position Requirements

  • Have a High School Diploma (GED)
  • Have previous experience within a technical helpdesk and/or networked environment and/or customer service (preferably in a call centre environment)
  • Are available to work a flexible shift (including evenings, midnights, weekends and holidays) in an environment operating 7 days a week, 24 hours a day
  • Possess strong written and verbal communication skills
  • Have excellent customer service, interpersonal, communication, and organizational skills
  • Demonstrate the ability to multi-task (type and talk, type and listen)
  • Are able to work in a fast-paced, automated environment, and adapt to an evolving environment
  • Possess strong computer proficiency including experience using MS Windows (XP,Vista,W7) operating systems
  • Have Telecommunication industry experience (is an asset)
  • Possess general knowledge of wireless and internet technology
  • Demonstrate strong diagnostic and troubleshooting skills
  • Must be comfortable working in a highly structured, metrics focused environment


Hours of Operation 

Hours of Operation: 6:00 a.m. - Midnight. Mountain Time, Monday - Sunday


Home Office Requirements


Personal Computer that meets the following requirements:

1.     Desktop, Laptop or All-In-One with Hardwired Internet Connection Required

2.     Running Windows XP, Windows Vista or Windows 7

3.     Minimum 20 GB free hard drive disk space

4.     Minimum 3 GB RAM for XP, Vista or Windows 7

5.     1 GHz to 1.5 GHz Processor for XP and 2 GHz Processor or higher Multi-Core Required for Vista or Windows 7

6.     Monitor with minimum screen resolution of 1280x1024

7.     Sound card and speakers

8.     Current anti-virus software with updated definitions

9.     Current anti-spyware software

10.   Windows firewall turned on and no third-party firewalls

Internet Access Requirements:

1.     Subscription to a reliable, high-speed, hard-wired, bi-directional Internet connection. DSL or Cable with bi-directional speeds of 512K or more

2.     No satellite or wireless Internet service (Local wireless connections are not allowed. Our Remote Desktop Software will not work with wireless network connections.)

3.     A broadband router is required for our Remote Desktop software to function properly.

4.     Internet Explorer 7 for XP and Internet Explorer 8 for Vista or Windows 7.

Landline Telephone Line Requirements:


Must have a dedicated to your use while working, which can be used while accessing the internet and meets one of the following requirements:


1.  Plain Old Telephone Service (POTS)-traditional landline phone service using a dedicated copper pair to the home

2. Cable-phone service from a Cable TV service provider.

3. Fiber-Optic-phone line provided by a local phone service.


We will provide either a 800# or a local phone number to you for your area. You will call this local number at the beginning of your work shift. You will be connected to this number throughout your work shift. It is important to ensure that your telephone provider does not restrict telephone line use for business purposes. Please call your telephone provider for more information on your telephone contract regulations.


Headset Requirements:


1. USB headset for your online training.  Prior to your first day of training you will need a USB headset that plugs into your computer.  These USB headsets range in price from $20-$50, and can be purchased at most stores that sell computer equipment or office supplies. The USB headset must meet these minimum requirements:


1. Features a microphone

2. Hands-free

3. Connects to your computer via a USB port

4. Features a mute button

2. Telephone headset to take calls. You will also need to purchase a headset for your telephone in order to begin working. These telephone headsets plug directly into your telephone base, range in price from $25-$100 and can be purchased at major retailers and office supply stores. Because you will be wearing the telephone headset for long periods of time, it must be comfortable, and meet these minimum requirements:


1. Hands-free

2. Corded. All cordless headsets are unacceptable

3. Features a "noise cancelling" microphone