Customer Facing Technician

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. It is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to, installation calls including connections, adds, moves, changes and deletions of services, and service related work.

RESPONSIBILITIES:

• Regularly performs but not limited to residential installations, connections, service additions and disconnections of all Cogeco services. Installs, tests, troubleshoots and repairs as required to bring services up to Cogeco/ industry standards.
• Educates customers on the use of all related Cogeco products and services.
• Performs all work in accordance with Health and Safety Standards utilizing Personal Protective Equipment.
• Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
• Identifies and reports any substandard quality through the Cogeco referral processes.
• Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
• Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
• Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.

ACADEMIC TRAINING:

• College diploma or combination of equivalent education and experience.
• Diploma in Electronics, CATV, Telecommunications or related technical training certificate would be an asset.
• A+ certification an asset.

WORK EXPERIENCE:

• Experience in a related position an asset.
• CATV System or relevant experience in the telecom industry preferred.
• Installation experience with interconnect company or VoIP key system installation would be an asset.

SPECIFIC COMPETENCIES:

• Mechanical aptitude required to complete required repairs and corrections.
• General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
• Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus.
• Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g., Outlook, Word, Excel, and Access).
• Self-motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.
• Flexibility required with respect to hours of work as business needs change.

You’ll benefit from:

• Flexibility: yes, we think that what you do matters. At work and at home.
• Fun: we laugh a lot, it makes every day brighter.
• Discounted services: we provide amazing services to our clients, and you’ll get them at home, because you deserve them.
• Rewarding Pay: let’s be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.
• Benefits: we’ve got you covered.
• Career Evolution: join us and we will give you the tools to achieve your career goals!
• Technology: you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.

Our employees and our customers are at the heart of everything we do. In order to provide a safe and healthy environment for our colleagues and their families, for our clients and for the members of our communities, COGECO has adopted a COVID-19 vaccination policy, which applies to all of its business units operating in Canada.