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Shaw Communications
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Technical Support Representative - Vancouver

Category: Customer Care
Employment Type: Full-time
Position ID: J1018-2922

Job Description

Every day, our passionate employees connect our customers to the world and everything in it – it’s why we exist at Shaw, and it’s why we strive to be the place where the best people choose to work. Our people reflect the richness of our communities, and our culture is inclusive of each individual’s diverse background and perspective, which makes us a stronger team.

At Shaw we believe a diverse workforce fosters diversity of thought and perspective, and more diversity means more solutions. We invite all qualified individuals to apply.

Career Opportunity: Live Chat, Technical Service Representative

We have an exciting opportunity for an Technical Service Representative. The successful candidate will be accountable for corresponding to national inbound customer inquiries over the phone and over our live chat support.

What You’ll Receive:
•A fun filled team environment
•The training, coaching and support to help you succeed
•Competitive pay
•Full health benefits for both full-time and part-time employees
•Paid vacation for both full-time and part-time employees
•Career advancement opportunities
*Up to 6 weeks paid comprehensive training for all new employees to ensure your success.

What You’ll Do:
•Troubleshoot and provide technical support to customers, primarily via Online chat and e-mail
•Provide professional and knowledgeable service while delivering an exceptional customer experience
•Establish strong customer relations with both internal and external customers
•Promote Shaw’s products and services through identifying customer needs
•Seek out opportunities for additional sales with new and existing customers
•Complete data input with a high level of speed and accuracy
•Ensure department and individual goals are consistently met
•Represent Shaw in a positive and professional manner
•Various other duties as needed

What We Need:
•Minimum 1 year of demonstrated customer service, technical support or sales experience within a fast paced retail, sales and/or call centre environment.
•Previous chat experience is an asset.
•Superior written and verbal communication skills, including strong grammar and editing skills.
•Excellent organizational & multi tasking skills with ability to handle multiple customer chat conversations simultaneously.
•Adaptable to changing priorities and challenging situations with integrity, empathy and sincerity.
•Minimum Typing speed of 45-50 WPM with a high degree of accuracy.
•Ability to meet deadlines and input data with high level of speed and accuracy.
•Ability to troubleshoot technical issues
•Strong computer skills including knowledge and proficiency with Microsoft Office (Word, Excel, and Outlook etc.)
•Ability to work independently with the desire to go above and beyond while contributing to your team’s overall success.
•Ability to work flexible shifts including evenings, weekends and statutory holidays
•Professional business manner

If you want to be part of something bigger—part of a dynamic team of people who are aligned, focused, and passionate about working together to care for our customers, then we look forward to meeting you! Join us.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.

Shaw Communications, through its third party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.