About Company
Shaw Communications, a part of Rogers Communications, is a leading Canadian connectivity company focused on connecting people to the world through a comprehensive range of communications services. For over 50 years, we’ve been dedicated to delivering high-speed Internet, video, voice, and wireless services to millions of Canadians, businesses, and organizations across Western Canada. Our commitment to innovation, customer satisfaction, and community engagement drives everything we do. At Shaw, we believe in empowering our employees with the tools, training, and support needed to thrive in a dynamic and fast-paced environment. We foster a collaborative culture where new ideas are welcomed, and every team member plays a crucial role in shaping the future of connectivity. Join our team in Calgary and become part of a company that is making a real difference in how Canadians live, work, and play.
Job Description
Are you a natural problem-solver with a passion for technology and helping others? Shaw Communications is looking for enthusiastic and driven individuals to join our team as an Entry Level Technical Support Troubleshooting Agent in Calgary. This is an exciting opportunity for someone eager to start their career in the telecommunications industry, providing essential support to our valued customers. As a Technical Support Troubleshooting Agent, you will be the first point of contact for customers experiencing technical difficulties with their internet, TV, and phone services. Your primary mission will be to diagnose and resolve a wide array of technical issues, guiding customers through troubleshooting steps with patience and clarity. No prior in-depth telecommunications experience is required; we provide comprehensive training to equip you with all the knowledge and skills you’ll need to succeed.
You will utilize a combination of diagnostic tools, knowledge base resources, and your own keen problem-solving abilities to identify root causes and implement effective solutions. This role is perfect for someone who enjoys a challenge, can think on their feet, and thrives in a fast-paced environment where every day brings new opportunities to learn and grow. You will play a critical role in ensuring our customers have seamless connectivity, enhancing their overall experience with Shaw services. We are looking for individuals who possess excellent communication skills, a positive attitude, and a genuine desire to deliver exceptional customer service. If you are tech-savvy, eager to learn, and ready to embark on a rewarding career path with a leading Canadian company, we encourage you to apply and help us keep Canadians connected.
Key Responsibilities
- Provide first-line technical support to customers via phone, chat, and email regarding internet, TV, and phone services.
- Diagnose and resolve common technical issues such as connectivity problems, service interruptions, and equipment malfunctions.
- Guide customers through step-by-step troubleshooting processes in a clear, concise, and patient manner.
- Utilize internal knowledge bases, diagnostic tools, and system applications to research and provide accurate solutions.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Escalate complex or unresolved technical issues to higher-level support teams when necessary.
- Educate customers on product features and services to enhance their overall experience.
- Maintain a high level of customer satisfaction by providing professional, friendly, and efficient service.
- Continuously learn and stay updated on Shaw's products, services, and troubleshooting procedures.
Required Skills
- Strong verbal and written communication skills in English.
- Basic computer literacy and proficiency with common software applications.
- Demonstrated problem-solving and analytical abilities.
- A genuine passion for technology and learning.
- Ability to work effectively in a fast-paced, customer-focused environment.
- High school diploma or equivalent.
- Customer service orientation with a calm and empathetic approach.
Preferred Qualifications
- Previous experience in a customer service or support role (any industry).
- Post-secondary education in IT, Computer Science, or a related field.
- Familiarity with telecommunications technologies (e.g., modems, routers, WiFi networks).
- Experience with CRM software or ticketing systems.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Perks & Benefits
- Comprehensive health and dental benefits package.
- Paid time off and holiday pay.
- Employee discount on Shaw/Rogers services.
- Extensive paid training and continuous learning opportunities.
- Opportunities for career advancement and professional development.
- A supportive and collaborative work environment.
- Access to a wide range of employee wellness programs.
- Pension plan contributions.
How to Apply
Ready to kickstart your career in technical support with a company that values your growth? Click on the application link below to apply directly on our careers portal. We look forward to reviewing your application!