Winnipeg, MB
Salary: $14.00 to $18.00 /hour

General Description of Work: Resolution team is the first and last point of contact for any customer. The teams primary goal is to ensure a satisfactory resolution to any customer interaction with BCN. Resolution team members will be responsible for providing email and inbound/outbound billing and technical support for broadband Internet customers, as well as processing new customers sign ups and informing customers about BCN products and services. Additionally, the resolution team members will be responsible for direct communication with BCN Enterprise clients and will ensure a timely resolution by receiving, prioritizing, documenting, and actively resolving end-user requests by coordinating with other internal BCN departments. Excellent customer service skills are essential in this position.

Qualifications: High school

Position Responsibilities:

Customer Service (25%):

· Act as liaison for Retail Internet and Community ISP clients

o Document client calls and/or actions in helpdesk system

§ Process new activations

§ Coordinate product shipment to clients with Office Manager

§ Provide and action customer service for clients addressing general inquiries, complaints, and billing inquiries

o Customer Advocate

§ Ensure timely resolution to customer issues

§ Escalate customers issues and ensure resolution within BCN

§ Follow up with customer to ensure satisfactory outcome

· Distribute information and marketing packages when requested

· Distribute and collect any client surveys, forms or agreements when requested

· Contact enterprise clients on a scheduled basis as per assignment and record discussions

· Ensure that all contact information for client organizations is up-to-date

· Educate clients about services provided

· Create online FAQ articles on common client issues

· Customer retail account

o Answer customer inquiries regarding accounts status, issue statements when required

o Assist with debt collection – implementing disconnect procedure when required

· Process customer payments via merchant terminal

· Process Notice and Notice (Abuse Report) Tickets

Technical Support (25%):

· Must understand and follow documented OTRS procedure

· Provide support email, inbound and outbound calls using OTRS procedure, in a courteous manner for the following issues:

o General company inquiries (client)

o Basic sales duties (client)

o General account and billing inquiries

o Connectivity issues (client and enterprise)

o Local Area Network-related issues (enterprise)

o Fortigate deployment and management (enterprise)

o Video Conference Unit connectivity (enterprise)

· Collect and document all pertinent end-user identification information, including name, contact information, and nature of problem or issue

· Create, assign, and work through assigned Help Desk tickets to final resolution – technicians are required to record all work flow and calls

· Configure and/or test assigned devices or applications

· Perform post-resolution follow-up for tickets

· Assist with creation of materials on helpdesk procedure, device configuration and maintenance, technical support procedures, etc.

· CPE Configuration

Specialized Services (25%):

Enterprise Clients:

· Manage Meraki deployments, maintenance and support

o Inventory control and accurate record keeping of devices

o Configure, deploy, and troubleshoot devices

o Monitoring of client devices

o Manage renewal of web filtering subscriptions

· Manage Fortigate deployments, maintenance and support

o Inventory control and accurate record keeping of devices

o Monitoring of client devices

o Configure, deploy, and troubleshoot devices

o Web filtering fulfillment requests (blocking, unblocking content)

o Manage renewal of web filtering subscriptions

o Follow RMA procedures according to vendor (Fortinet) to repair devices

o Create online articles on Fortigate issues and management for client usage

Knowledge, Skills, and Abilities(required for satisfactory job performance):

· Ability to understand organization’s goals and objectives

· Ability to maintain a high level of accuracy in preparing and entering information

· Ability to operate tools, components, and peripheral accessories

· Ability to read and understand technical manuals, procedural documentation, and OEM guides

· Ability to work in a team-oriented, collaborative environment

· Ability to effectively prioritize and execute tasks in a high-pressure environment

· Ability to convey technical information to non-technical people

· Demonstrate willingness for independent proactive learning and research

· Demonstrate self-motivated behavior

· Demonstrate positive, professional attitude when working with clients and peers

· Demonstrate sound work ethics

· Effective negotiation skills

· Effective organizational skills

· Effective interpersonal skills and relationship-building skills

· Effective written and oral communication skills

· Effective presentation skills with the ability of gauging appropriate communication style with audience

· Effective analytical and problem-solving abilities, with keen attention to detail

· Technical knowledge of hardware, operating systems and software

· Technical knowledge with troubleshooting networking equipment and TCP/IP

· Technical knowledge of current network design, protocols, and standards

Work Conditions:

· 24+ working hours are typically from Mon-Sat 8:30am-4:30pm or 10:00am-6:00pm, OT hours may arise when necessary

· Available for on-call work – evenings, weekends, and statutory holidays

· Sitting for extended periods of time working with computers and electronic devices

· Some lifting of supplies and materials from time to time

· Potential to be faced with constant interruption

· Repetitive tasks that may require intense concentration

· There are a number of deadlines associated with this position, which may cause significant stress

· Available for travel to northern and remote First Nation communities (small planes, helicopter, hovercraft)

· Dexterity of hands and fingers to operate hand and power tools, and to handle other computer components

· Lifting and transporting of heavy to moderately heavy objects, such as computers and network equipment

· Safety instructions must be followed when using some electronic devices as they will emit traces of radiation

Additional Notes:

• Knowledge of BCN’s client base and communities would be a benefit to the position

• Knowledge of BCN’s technical systems and product

Application Deadline: 2021-04-02

Expected Start Date: 2021-04-12

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