Careers

Job Summary:

The Technical Support Technician is responsible for helping customers use Bruce Telecom services successfully. They are responsible for diagnosing technical issues and providing the necessary support to fix the problem.
The ideal candidate will have an interest in the technical world and have experience working directly with the public. They will be able to explain difficult or complex information in a way that anyone can understand and have a knack for diffusing upset customers.

Reports to: Director of Customer Experience
The duties include, but are not limited to:

• Be the first point of contact with customers experiencing technical difficulties with any of Bruce Telecom products and services.
• Provide step by step instruction to help customers understand how to use Bruce Telecom products and services.
• Provide support to resolve customer concerns and restore service interruptions with First Call Resolution top of mind.
• Ensure trouble tickets are logged for all contacts including full details on the problem, solutions, and customer satisfaction.
• Respond effectively to customer inquiries working to shorten average call times which will shorten wait times in the queue.
• Initiate required trouble tickets and/or service orders and coordinate with various departments when required.
• Promote Bruce Telecom Products and Services and recommend new products/services if needed.
• Take ownership for customers and their concerns ensuring proper escalation when required, and follow up directly with the customer to keep them informed.
• Develop and maintain technical tips, procedures, sources of information and departmental tools.
• High level of accuracy and attention to detail is required for data and maintain records.
  Other Responsibilities
• Complete other duties as assigned to ensure the overall success of the company

Educational Requirements:

Post-secondary education in in Computer Technology or equivalent experience
Experience in Customer Service

Required Qualifications, Skills, and Experience

• Possess strong conflict management skills
• Exceptional customer service and relationship skills
• Excellent computer skills
• Ability to learn new technology with ease
• Experience in the telecommunications industry is an asset
• Strong interpersonal skills
• Proven ability to think critically to analyze and solve problems
• Ability to handle and prioritize multiple tasks
• Valid Drivers License

Working Conditions:

• Work in an office environment and retail store location
• Shifts include: Days, Evenings, Weekends
• Required to interact with the public and customers
• Work with telephone, computer and network equipment
• Communication work with other departments within the company
• Required to work at any location based on business needs
• Work independently

Physical Demands:

• Working Conditions:
• Work in an office environment and retail store location
• Shifts Include: Days, Evenings, Weekends
• Required to interact with the public/customers
• Work with telephone, computer, and network equipment
• Communicationwork with other departments within the company
• Required to work at any location based on business need
• Work independently

Mental Demands:

• Ability to handle and prioritize multiple tasks
• Potential for increased stress level
• Ability to de-escalate conversations and situations
• Interacting with the public and customers

Hours of Work: 40 hours per week

Interested candidates, please submit your resume and cover letter to:

bryanguest@brucetelecom.com & hr@brucetelecom.com