Description
WESTMAN COMMUNICATIONS GROUP (Westman) is seeking applications from energetic, highly motivated individuals to become part of our growing team! Westman is an industry-leading communications provider based in Brandon MB, offering residential and commercial High-Speed Internet, Digital TV, and Phone services in communities across Manitoba. Established in 1977, as a locally owned and operated cooperative, Westman is dedicated to delivering competitive and innovative services, providing an exceptional member experience, and supporting the communities we serve. What we have to offer:
- Competitive compensation package.
- Comprehensive group benefits plan (extended health; life; dental; vision; GRRSP; and health and wellness).
- Various Learning and Development initiatives, and opportunities to grow within our team!
- Opportunity to participate in company events and activities and enjoy our company perks!
- Assist Westman customers in resolving phone, internet, and cable television related issues/problems.
- Respond to customer inquiries from multiple sources, such as support chat, social media, email, telephone, as well as face to face.
- Create and update documentation for every customer interaction.
- Provide an exceptional internal and external customer experience.
- Coordinate tasks and maintain effective communication with other departments.
- Ensure the Key Performance Indicators directed at customer experience are achieved.
- Follow troubleshooting steps to resolve issues; escalating to Tier 2 support, technicians, or the Manager when necessary.
- Prepare replacement equipment for customer pickup, as necessary.
- Maintain knowledge of Westman services and hardware to efficiently resolve customer issues.
Qualifications
What you’ll bring to the team:
- Minimum one-year of post-secondary education in computer, electronic technology, or a related field.
- Minimum one-year experience in problem solving & troubleshooting, documentation, and customer service (both over the phone and face-to-face).
- Proficiency with Microsoft Office 365 Office (Outlook, Word, Excel, SharePoint, OneDrive).
- Knowledge of TCP/IP Networking relative to home networking and troubleshooting DOCSIS cable modem services.
- Must be willing and able to work flexible hours and shifts (days, evenings, weekends).