What's it like to work at Start.ca?
“When I began working at Start.ca just over 6 years ago, it was a family atmosphere where putting the customer first was the most important thing. As we've grown, that feeling has remained.”
Location: London, ON
Start.ca is looking to add full-time Technical Support Service Desk Agents to our already fabulous team. If you are up for the challenge and rewards of being awesome on a daily basis, Start.ca could be the place for you :)
As a Technical Support Service Desk Agent, you are the heartbeat of this company. You will be managing support related requests for residential and business internet services. Our Technical Support Service Desk Agents ensure that our customer’s experience begins and ends with a smile.
What you’ll be doing:
Monitoring and managing all primary CMS ticket queues, including support, sales and others as appropriate and required.
Actively managing, monitoring and following-up on service inquiries received over the phone, from walk-in customers, and/or via our web-based contact tools.
Providing advice to assist customers in making the right decision to suit their needs and clearly advise customer on what steps you are taking and why.
Answering questions related to the majority of the residential and business services Start provides, including:
o Package pricing, service qualifications, highlights and limitations.
o Sign-up and installation process.
o Invoicing and billing process.
o Supported hardware model pricing and availability.
The successful candidate will:
Be a strong communicator with exceptional customer service skills who can effectively connect, both verbally and in writing, with customers in a calm and friendly manner.
Be passionate about delivering the absolute best customer experience.
Have strong organizational, planning, and time management skills to work in a fast-paced, ever changing environment.
Demonstrate attention to detail when handling multiple tasks and priorities.
Have the ability to identify and clarify customer concerns/complaints, determine the cause of the problem, select and explain the best solution to solve the problem, and follow up to ensure resolution.
Be able to deliver accurate, valid, and complete information and breakdown complex information into simple terms.
Have the ability to perform computer work, including typing and other fine motor movements for up to 80% of each shift.
Be able to specifically describe and understand the difference between Dial-Up, DSL, Cable, and Fibre.
Have a working knowledge and understanding of the following:
o Modems, routers, filters, etc.
o Cabling (cat).
o PING and traceroute.
o Configure DSL and cable modems.
Have basic knowledge and understanding of the following:
o Operating systems (Windows, iOS, Android) and internet infrastructure.
o Router configuration and troubleshooting.
o Peripheral devices (printers, Google home, android boxes, etc.)
Have experience using common web browsers and office productivity applications. Demonstrate pride in work place punctuality, attendance, and reliability.
Have strong morals and ethics, along with a commitment to customer privacy and confidentiality.
Be comfortable continually developing your knowledge of home internet technologies and computer based troubleshooting.
Bring previous experience in a technical support role is considered an asset.
Be available for evenings, nights, weekends and statutory holiday coverage.
Who is Start.ca?
We are a telecommunications company located in London, ON and we provide internet, television and phone solutions.
We are devoted to delivering a world class customer experience with each and every customer interaction.
At Start.ca, we live by our core values: Friendly, Smart, Honest, Reliable, Forward and Involved.
We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here.
As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development.
Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences and this respect is shared throughout our culture.