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:
At Cogeco, every day our teams are taking action to bring people together through powerful communications and entertainment experiences. Our ability to deliver on this promise in the communities we serve through Canada and the US is possible due to the endless commitment of our colleagues in Canada and the US.
We’re seeking an Operations Tech Support Coordinator to support the resolution of complex operational challenges, drive process improvements, and support cross-functional collaboration. This role involves analyzing unusual problems, proposing innovative solutions, and taking ownership of strategic initiatives while working with minimal supervision.
As a Senior Coordinator, you will play a key role in bridging communication between our customers and internal teams, ensuring smooth and efficient operations. You’ll bring passion, a solution-oriented mindset, and a focus on getting things done to support our ongoing success and customer-obsessed culture.
In this role, you’ll assist with a variety of operational tasks, drive key projects, and support the Sales & Operations team in achieving operational KPIs.
Your responsibilities will include:
● Supporting growth, efficiency, and balanced business decisions through process optimization and ensuring operational excellence.
● Delivering exceptional customer service, managing escalation points, and driving customer satisfaction as a key touchpoint for oxio.
● Supporting knowledge resources, internal communications, and follow-up processes to foster a highly engaged and effective workforce.
● Cultivating strong cross-carrier relationships and representing oxio in interactions with incumbent ISPs to achieve the best customer outcomes.
You will be responsible for supporting and ensuring operational KPIs such as self-installation rates, escalation resolution times, turnaround times, internal communications and training completion rates, and cost optimization with industry partners.
The successful candidate will play a critical role in enabling Customer Care and Technical Support agents to deliver outstanding service to customers while fostering a best-in-class experience for both customers and employees.
KEY RESPONSIBILITIES:
Technical Support Coordinator, Cross-Functional Collaboration & Team Coordination
● Technical Process Optimization & Efficiency: Coordinate the identification, analysis, and resolution of complex technical issues within support workflows, optimizing processes to enhance customer satisfaction and achieve key performance indicators (KPIs).
● Process Implementation & Tool Coordination: Support the coordination and implementation of technical support processes, tools, and resources aimed at improving team efficiency, closing process gaps, and delivering a seamless customer experience..
● Technical Issue Resolution & Collaboration: Collaborate with agents to troubleshoot and resolve complex technical challenges, ensuring that all solutions comply with technical standards, support policies, and contribute to achieving performance targets.
● Continuous Improvement & Technical Training: Support the development and rollout of training programs, tools, and resources to improve technical skills, empower support staff, and enhance the overall customer experience in resolving technical issues.
● Cross-Functional Collaboration: Collaborate with technical support, product, engineering, and other departments to solve technical challenges, streamline processes, and ensure compliance with industry regulations and standards.
● Operational Project Optimization: Actively participate in cross-departmental projects, providing insights and proposing adjustments to optimize technical support outcomes, drive customer satisfaction, and enhance operational efficiency.
● Project Management for Tech Support Launches: Support and coordinate the execution of go-to-market launches for technical support initiatives, ensuring alignment between customer care and tech support teams for seamless delivery and implementation.
● Team Support & Coordination: Serve as the central coordinator for one or more specialized functions (e.g., knowledge management, troubleshooting guides, training) within virtual squads or specialized technical support teams, ensuring smooth operations and clear communication channels.
● Customer & Agent Feedback Analysis: Collect and analyze feedback from both customers and technical support agents regarding programs, tools, and initiatives, providing actionable insights to improve training materials, internal communications, and overall team effectiveness.
ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING:
● College Diploma or combination of equivalent education and experience.
● University degree preferred.
WORK EXPERIENCE:
● Minimum 2-3 years experience in a call centre/ customer service environment.
● 2-3 years experience in a Technical or Back Office role preferred.
● 2+ years of experience with Jira, and Confluence is considered an asset. Knowledge of Slack, Crisp, and many technical support applications.
SPECIFIC COMPETENCIES
● Concisely summarizes and documents customer issues, operational issues, and processes for handoff to other agents as needed, or for continuous improvement purposes
● Prioritizes and manages workload independently, handling multiple concurrent customer conversations effectively
● Supports the broader Customer Care organisation with incident management and general customer service tasks from time to time
● Identifies opportunities and implements approved changes to increase departmental, team, and individual performance.
● Comfort with technical topics that allows the individual to learn, coach, and manage specific procedures designed for customer resolution and internal troubleshooting
● Ability to communicate expectations clearly and provide constructive feedback to foster employee performance and engagement
● Soft skills that focus on fostering a culture of collaboration, employee engagement, and achieving departmental results
● Ability to make decisions with limited knowledge under fast-paced conditions
● Agent Support & Solution Development: Offer ongoing support to technical support agents by providing creative, tailored solutions that address technical challenges, ensure optimal customer outcomes, and maintain a high level of service quality.
● Demonstrates flexibility and a positive attitude while adapting to changing market demands, targets, and key focus areas
● Ability to follow directions and provide technical support
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.
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 [email protected]
Top Skills
What We Do
Rooted in the communities it serves, Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors with a legacy of more than 65 years. Through its business units Cogeco Connexion and Breezeline, Cogeco Communications provides Internet, video and phone services to 1.6 million residential and business customers in Québec and Ontario in Canada as well as in thirteen states in the United States. Through Cogeco Media, Cogeco owns and operates 21 radio stations primarily in the province of Québec as well as a news agency. Cogeco's subordinate voting shares are listed on the Toronto Stock Exchange (TSX: CGO). The subordinate voting shares of Cogeco Communications Inc. are also listed on the Toronto Stock Exchange (TSX: CCA).
