Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type Regular

Job Description POSITION SUMMARY: In accordance with established procedures, policies, and available tools, the incumbent will offer support to the regional customer-facing teams with regard to our main billing system, Compass. Offering work-arounds, recommending systemic changes, assisting with issue identification, and participating in process review, reengineering to improve operational efficiencies. The incumbent must maintain database integrity and could be asked to support other parts of the business as required. The expectation of this position is that employees are flexible and able to balance multiple tasks at the same time, while maintaining their KPIs.

Key Responsibilities

• Triages new incoming cases, responds to or actions existing cases coming back from another department, either internal or external, in accordance with departmental SLAs.
• Provides effective tier 3 support, evaluates & reproduces reported issue(s), troubleshoots to assist in identifying a viable work-around and potentially root cause.
• Responsible for ensuring that the processing of offline work is completed according to set targets, timelines, and effectively tracks all offline tasks and produces reports as required.
• Based on scenario, access and training, support Order Pushing operations and re-try or complete Compass tasks to resolve a reported issue.
• Works to effectively resolve agent & customer issues in a timely manner by liaising with internal and external departments while complying with established SLAs.
• Responsible for maintaining the Known Issues page on the intraweb and ensuring timely updates as required.
• Communicates in a timely manner to all employees when new issues or outages are identified and have an impact on Cogeco’s customers and/or employees.
• Conduct analysis of complex accounts to ensure we are managing and minimizing impacts to Cogeco, its employees, and customers.
• Analyzes reported issues, identifies workarounds, and facilitates resolutions with the necessary departments while owning the resolution of any issue related to the Compass application.
• Complete and correct accounts using prescribed applications and processes for all customers categories.
• Provide recommendations for process improvements or general enhancements that will be of benefit to the operations. This may include deep dives into errors and other teams' procedures to root out the cause of the issue and document new procedures where necessary
• Responsible for the accurate tracking and reporting of workload volumes and updating and maintaining tracking reports.
• Assists with other departmental requests as required and performs special projects as assigned, including participating in Change Request conversation and Ask Me Anything sessions with the Frontline teams.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• Managing a consistent workflow of issues within the application, either from Frontline, IT or Vendor teams, requiring consistent awareness and agility to balance tasks
• Responsible for testing new Marketing discounts end-to-end to identify and provide feedback on issues or discrepancies before going to market dates
• Added responsibility for supporting, maintaining, and executing changes to Cases, Interactions, Work Activities, and Skill Sets within Compass.
• Ensuring Same Day or Next Day resolution, you are responsible for reviewing and maintaining existing On hold cases, OP Resolved cases, and Client Action Required cases on a frequent basis for yourself and the team as a whole.
• Creates and manages Audit and Monitoring accounts in conjunction with Finance to ensure internal teams have accounts to launch initiatives and projects.

Essential Qualifications ACADEMIC TRAINING

• College Diploma in a relevant discipline or a combination of equivalent education and work experience required.

Work Experience

• 5-8 years of business experience
• 3-5 years of experience with the Compass application within the Cogeco contact centre
• Previous experience in a service desk or experience triaging issues
• Demonstrated knowledge of Cogeco Process and internal procedures
• Performance at a high standard and consistently meets or exceeds all KPI expectations

SPECIFIC COMPETENCIES

• Strong communication skills (written and verbal).
• Bilingual English/French is a strong asset
• Demonstrates interpersonal skills and relationship building
• Detail-oriented with the ability to analyze and technical troubleshooting skills with the ability to assess the impact of decisions
• Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work and the ability to monitor or support the work of teammates
• Open to change with a learning attitude towards work and to contribute to teams.
• Experience with or is adaptable to agile methodology
• Must have previous experience working with PCs and demonstrated navigation abilities within a Windows environment.
• Fluent in the Google suite of applications (Docs, Sheets, etc)
• A general understanding of broadband, telecom, cable, and internet industries is an asset.
• Extensive knowledge of Compass, Service Now, MyAccount, CSR Tool, Confluence, and JIRA
• Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment, including days, evenings, weekends and general holidays. Hours of work are subject to change as business needs evolve.

PHYSICAL DEMANDS AND VISUAL ACUITY

• n/a

Location :

Burlington, ON

Company Cogeco Connexion Inc

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com