Customer Service Technician

Position Overview
Our rural roots are as authentic as the farmers who came together to start it all. Together they created the Bruce Municipal Telephone System, a co-operative between local community members in rural Bruce County. Bruce Telecom has been determined in holding true to one simple promise through over one century of transformations and reinventions: Connecting our Community.

Bruce Telecom has never lost sight of why we started in 1911 – to help people connect, to stay intensely local, and to provide exceptional service to our customers.

Marvel of all things Customer Service and Technology
In this front-line position, you will use your exceptional insight to detect customer needs and keep them connected to everything important…from working remotely to gaming with friends.
At Bruce Telecom, we live and breathe our Vision: Connecting our Community. We are in search of people like you to connect our customers to everything that matters, by providing AWESOME customer service through phone calls and emails to customers who require support. Customer requests involve a high volume of technical troubleshooting while also handling calls about account updates, and service education.

As a trusted Customer Support Technician, you will:

• Give our customers an amazing experience, with every interaction, by providing high-quality customer experience
• Deliver exceptional service and technical support
• Help customers using our innovative technology
• Assist our sales team in enhancing the lifestyle of our customers by providing referrals for improved services

Reports to: IT & Support Manager

Responsibilities:
1. Respond effectively to customer inquiries.
2. Provide courteous and effective technical assistance.
3. Promote Bruce Telecom products & services.
4. Work efficiently to shorten average call time, which will shorten wait times in the queue.
5. Meet departmental metrics for performance and quality.
6. Initiate trouble tickets and coordinate with various departments when required.
7. When reporting data and maintaining records, input accurate and complete information using the tools and systems provided.
8. Take responsibility for issues and follow-up / escalate accordingly.
9. Provide specialized input as required for process improvements, & reducing repeat occurrences.
10. Maintain and update various online and printed product information and manuals.
11. Develop and maintain technical tips and procedures for departmental use as required.
12. Complete other duties as required.

Minimum Education Requirements:
Post-Secondary education in computer technology or equivalent experience
Experience in customer service/telemarketing

Qualifications & Skills:
Must have exceptional customer relationship skills
Effective troubleshooting ability
Possess strong conflict management skills
Proven skills in teamwork
Must be able to multi-task effectively
Excellent communication skills
Must be comfortable with learning and using new technology
Valid Driver’s License

Working Conditions:
Working in an office environment
Working in a retail location
Using the telephone to communicate with customers
Communication with other departments
Considerable time spent on the computer
Work at administration center or other work location
Work independently
Work with computers and network equipment

Hours of Work:
40 Hours per week

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Schedule:

• 8 hour shift