Technical Customer Service Rep (remote)

Description

Who we are : Mascon

Mascon, based in Salmon Arm, has been a cable operator since 1983. A family-run business from the start, Mascon maintains its local roots with strong community involvement.

We joined the TELUS team in January, 2017 and continue to operate and sell internet and TV over our cable network in 14+ communities throughout and Alberta.

Here’s the impact you’ll make and what we’ll accomplish together

This is a career-shaping opportunity that will truly develop you into a business athlete and a distinguished leader in Mascon by working in and across our end-to-end Cableco category.

We operate in a dynamic and ambitious growth environment, collaborating with teams across multiple functions. You will actively engage with stakeholders and partner teams to deliver extraordinary customer experiences within our Mascon operations.

Here's how

You'll provide technical support and provisioning for all customer premise equipment, finding the best global communications and home entertainment solutions for our residential and business customers.

Helping customers solve their technology issues, configuring equipment, monitoring our network, and working with the team to track and manage reliability metrics.

Qualifications

What we’re looking for :

• Someone who genuinely enjoys interacting with other people and helping to resolve their issues
• We would love to hear from you if you have 1-3 years’ experience in a customer service, ideally in a technical support role
• Experience with computers and configuration
• People who are as comfortable in verbal and written communication, who have a positive, collaborative and friendly attitude will appreciate our culture
• Understanding of cable and internet technologies and troubleshooting experience are considered an asset
• Motivated to learn new network monitoring systems and tools needed to troubleshoot internet, TV, network and email products
• People with the ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines, whilst retaining a great sense of humor
• Individuals who love to share what they know and would be happy to provide mentorship and coaching to new Team Members
• Knowledge of wireless routers and other hardware equipment
• Having a strong understanding of Microsoft (MS) Word and Excel would be hugely advantageous
• In our team we have found that the ability to prioritize, adjust to changing priorities, and successfully complete numerous short and long-term assignments simultaneously is the best approach
• Self-motivated, works well with minimal or no direct supervision
• Understanding of LAN & WLAN networks
• Take's ownership of customer experience and having a willingness to learn
• This position requires flexible availability for shifts 7 days / week, on-call rotation between our current hours of 8 : 00am-8 : 00pm Pacific Time
• This remote position requires a home office location with reliable internet connection
• High School Diploma and Proficiency in English (written and verbal)

Great-to-haves

• Experience with Digital cable TV, Phone, Internet, cellular networks
• Call center experience, ideally with practical understanding of the (de) escalation process
• Experience with inbound and outbound calls
• Having a can-do attitude and a desire to learn and share is going to be the bedrock of success in this role

LI-Remote