TECHNICAL SERVICE REPRESENTATIVE (TSR)
WESTMAN COMMUNICATIONS GROUP is seeking applications from energetic, highly motivated individuals to become part of our team. Westman is a successful, fast-paced and dynamic organization, with a positive, team-oriented work environment. We offer competitive compensation including a comprehensive and unique benefits package. Leverage your knowledge with a local technology leader.
Key Responsibilities
Provide pleasant, professional, and knowledgeable support to high-speed Internet, digital cable television and home phone customers.
Qualifications
Excellent customer service skills
Working knowledge of MS Windows and internet applications Pleasant personality with superior communications skills Ability to work independently with minimal supervision
A positive “can do” attitude and customer focused approach that will enable you to deal with challenging situations
Full time, part time and casual positions available Must be available to work evenings and weekends
Deadline for applications: 4:30pm on Tuesday, January 27, 2015 Human Resources Manager
Westman Communications Group 1906 Park Avenue
Brandon, MB R7B 0R9 Fax: (204) 726-0853
DATE : JANUARY 21, 2015
POSITION TITLE : TECHNICAL SERVICE REPRESENTATIVE
NAME OF EMPLOYEE : VACANT
IMMEDIATE SUPERVISOR : TEAM LEAD, CUSTOMER SALES &
SERVICE
================================================================== POSITION DESCRIPTION
Reporting directly to the Team Lead, Customer Sales & Service, the primary
responsibility of the Technical Service Representative is to assist Westman customers with resolving Phone, Internet and Cable Television related issues/problems. In addition to direct customer support, the Technical Service Representative is responsible to consult with the NOC technicians when applicable, and escalate any issues that cannot be resolved by Tier 1 support. The ideal candidate will have strong trouble shooting skills and will provide exceptional internal and external customer service.
PERFORMANCE AREAS:
I. Inbound/Outbound Phone Support
1. Assist residential customers who call in with phone, internet and television issues.
2. Contact customers when notification or follow-up is required pertaining to an issue or event.
3. Provide assistance to CSSR and BST staff who call regarding subscriber services/issues.
4. Follow the Cable Locate Process when contractors or residential customers call in to book a locate.
5. Responsible for efficiently using the resources provided to you and researching account information, policies and documentation.
6. Responsible for providing information to Supervisor/Manager on customer issues, when applicable.
7. Return customer emails and voicemails from the TSR queue in the ticketing system.
Position Description
Technical Support Representative 2
8. Attend team meetings to stay current on procedures, processes and changes.
II. Monitoring
1. Keep the lines of communication open with the NOC Technicians in reference to events in the alarm reporting systems.
2. Escalate problems to the Tier 2 NOC Technician support team, and/or management if Tier 1 support is unable to resolve the issue.
III. Ticketing System
1. Ticket all calls and details pertaining to customer issues.
2. Keep up to date on the use of the ticketing system to diagnose and troubleshoot customer issues.
IV. Internet Support
1. Maintain knowledge of Westman physical plant and data services, including Canopy wireless system.
2. Maintain knowledge of PC hardware and software, especially where relevant to Internet access and use.
3. Maintain knowledge of TCP/IP networking relative to home networking and troubleshooting DOCSIS cable modem service.
4. Use ACSR system to confirm appropriate configuration of modems.
V. Phone Support
1. Maintain knowledge of the calling features and troubleshooting techniques for customer phone service and features.
2. Maintain knowledge and understand loop test diagnostics.
VI. Cable Television Support
1. Maintain knowledge of Westman analogue and digital cable television services and hardware, including Pay Per View, Video on Demand, High Definition, and NFL/MLB/NHL packages.
2. Use Logicall system to diagnose problems, and process updates to the system as required.
3. Maintain knowledge of the various channels we offer, and the different channel lineups per community.
4. Use ACSR system to confirm appropriate configuration of DCTs. 5. Keep up to date on ACSR service codes for all cable services.
6. Use the Shaw Direct system (formerly referenced as Cancom) for customers in communities using Hits QT service.
VII. Service Calls
1. Document, in depth, the details of the customer’s issue and use proper procedure and guidelines when setting up a service call in ACSR.
VIII. Public Relations
1. Responsible for answering incoming telephone calls promptly, and for directing the calls to the appropriate department/person in a courteous and efficient manner.
2. Receives and directs visitors, customers, and business associates to appropriate department or person either by phone or in person.
3. Cooperate with all Westman members, subscribers, directors, volunteers, management and staff, in furthering the aims and objectives of Westman. 4. Externally, to contribute to a positive corporate image at all times. Internally, to
maintain constructive working relationships within the organization.
5. Represents Westman through public appearances such as trade shows, mall events/promotions, etc.
Position Description
Technical Support Representative 4
IX. Other
1. To react to change productively and to handle other tasks as assigned. 2. Open and close office as required.
3. Keep work area clean, neat and tidy at all times.
JOB NATURE AND SCOPE (A) Work Relationships
(1) Supervision Received
(a) Position's Immediate Supervisor Team Lead, Customer Sales & Service
(b) Receives Functional (Indirect) Supervision From Team Lead, Network Services
Team Lead, Technical Services Team Lead, Operations
(2) Supervision Given
(a) Provides Direct Supervision/Is Immediate Supervisor To None
(3) Internal Contacts:
Manager, Marketing and Service
Customer Sales & Service Representatives Network Analysts
(4) External Contacts General Public
Residential and Commercial Customers
(1) Decisions Made Independently All matters of a routine nature
(2) Decisions Made After Consultation With Supervisor
All matters not of a routine nature
C) Job Specifications (1) Experience
1-year experience to include: -Problem solving, troubleshooting -Typing
-Customer service (over phone or face to face) (2) Special Skills and Abilities
Strong customer interaction skills.
Good oral and written communications skills.
Flexibility and ability to manage several projects simultaneously. Good organizational skills.
Strong interpersonal skills. (3) Education
At least one year post-secondary education from a two-year diploma program in computer or electronic technology.
(4) Special Requirements Valid driver’s license. Able to work flexible hours.
