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About the Role
The Enterprise Business team helps businesses adapt, expand, and succeed with innovative network services and technology solutions that are reliable, secure, and scalable. We are looking for team members who are passionate about delivering top-tier value to customers and businesses in the communities where we live and work. Build a rewarding career at Rogers and become a driving force behind our success.
Responsibilities
- Diagnose and resolve complex technical issues related to wireless connectivity, data and voice services, IoT equipment, applications, and network services.
- Collaborate with internal teams, vendors, and service partners to ensure efficient resolution of customer-impacting incidents.
- Prepare clear incident summaries, root cause analyses, resolution actions, and customer impact details.
- Contribute to meeting service level agreements and performance expectations.
- Identify opportunities to improve service quality, customer experience, and follow-up rigor.
- Build strong customer relationships and act as their advocate during outages and service-impacting events.
- Provide timely communications to Enterprise customers regarding outages, maintenance, product updates, and service changes.
- Follow up on escalations with vendors and customers to drive timely resolution.
- Prepare and present service reports to customers.
- Accurately log customer interactions, master tickets, vendor escalations, and network escalations in the ticketing management system.
- Monitor escalated issues and provide regular progress updates to managers and customers.
- Develop and maintain documentation for internal and external ESA processes.
- Leverage hands-on knowledge of wireless network technologies, including GSM, GPRS, EDGE, UMTS, HSPA+, LTE, 5G, Wi-Fi, fixed wireless, smartphones, and data devices.
- Support public and custom APN solutions.
- Assess customer impact of network releases and change management activities.
- Utilize network support tools and platforms such as HLR, GGSN, SGSN, and MSC.
Requirements
- Post-secondary diploma in technology, telecommunications, or a related field.
- At least five years of technical support experience in a telecommunications help desk or related support environment.
- Hands-on knowledge of wireless technologies, mobile switching, digital transmission systems, Wi-Fi, fixed wireless, and related network platforms.
- Strong troubleshooting judgment, especially during critical enterprise customer incidents.
- Ability to collaborate effectively with technical teams, business stakeholders, vendors, and service partners.
- Excellent oral and written communication skills, with the ability to clearly explain technical issues to both technical and management audiences.
- Ability to work independently, support team priorities, and manage multiple activities simultaneously in a dynamic environment.
- Interest in emerging technologies, continuous learning, and customer-focused problem-solving.
- Background check prior to hiring.
- Criminal record check.
- Credit check may be conducted.
- Driving record check may be conducted.
Skills
- Wireless network technologies (GSM, GPRS, EDGE, UMTS, HSPA+, LTE, 5G, Wi-Fi, fixed wireless)
- Smartphones and data devices
- APN solutions (public and custom)
- Network support tools and platforms (HLR, GGSN, SGSN, MSC)
- ITIL (asset)
Location
- 800, Gauchetiere O, Bureau 4000-Place Bonaventure - Montreal(182), Montréal, QC
Work Type
- Full time
- Rotational shift
- Onsite
Experience Level
- Senior
Education Level
- Post-secondary diploma
About the Company
- Our company was founded on the dream of a pioneering entrepreneur, and that spirit continues to inspire our work with businesses across the country today.
- Rogers Business helps businesses of all sizes adapt, expand, and succeed with network services and other innovative technology solutions that are reliable, secure, and scalable.
- These solutions are designed to enable businesses to operate more effectively, reduce costs, increase productivity, and improve collaboration.
- At Rogers, we believe the key to a strong company is a diverse workforce where equity and inclusion are essential for everyone to feel they belong.
- We achieve this by fostering diversity, celebrating different perspectives, and striving to create environments where all individuals can be themselves at work.
- We recognize the value of creating a workplace that provides every team member with the tools to reach their full potential by removing barriers to give everyone equal opportunities.
- Throughout the recruitment process, we communicate with individuals with disabilities to ensure they have what they need to perform at their best.
Equal Opportunity
- All applications received will be considered.
- We are committed to creating environments where all individuals can be themselves at work.
- We remove barriers to give everyone equal opportunities.
- During the recruitment process, we communicate with individuals with disabilities to ensure they have what they need to perform at their best.
- Please contact our recruitment team and hiring managers to discuss how we can help you achieve the best results.