Service Tech (Customer Support Centre)

POSITION OVERVIEW

Receive and resolve customer complaints/issues by analyzing/testing/repairing/escalating using different data applications. Create trouble tickets to document all reported customer complaints/issues. Be accountable by providing a high level of customer service while resolving customer complaints/issues.

Training
The four week training program is fully paid and will be scheduled Monday to Friday from 8:30 AM to 5:00 PM. Successful completion of the training program is a condition of employment in order to continue employment as a SaskTel Service Technician(Customer Support Centre).

Hours and Shift Scheduling
This position is casual part-time; Hours are scheduled according to business needs; however, the majority of Service Technicians typically work an average of 21-25 hours per week. The Customer Support Center area operates 7 days a week, from 7:00am - 11:00pm.

TYPICAL DUTIES & RESPONSIBILITIES
(Not all inclusive or applicable to all assignments)

• Receives, analyzes/tests/repairs/escalates customer issues/complaints. Logs customer reports (trouble tickets), answers/resolves situations and escalates to appropriate personnel as required.
• Investigates, resolves and/or dispatches problems relevant to wireline, wireless, internet access, other emerging Internet technologies and MAX services.
• Performs customer and technical resource follow-up on all unresolved troubles.
• Acquires updates of all customer affecting policies and procedures. Researches Internet sources for new products and technology relevant to resolving customer complaints/issues.
• Reviews and provides trouble statistics upon request by management.
• Allocates daily staffing/workload, including the utilization of part time staff. Analyses business requirements and customer demands to ensure adequate coverage.

QUALIFICATIONS

• Diploma/Certificate in computer networking OR Certificate in Business Administration (with Computer Science classes) OR thorough knowledge of internet/networking support, typically gained with three years of experience in a related field.
• Thorough knowledge and experience with personal computers from both a hardware and software perspective.
• Working knowledge and experience with MacIntosh personal computers from both a hardware and software perspective.
• Working knowledge of the Internet.
• Excellent analytical and problem solving skills.
• Good communications skills, both verbal and written, and the ability to deal effectively with others.
• Keyboarding skills 20 wpm.
• General knowledge of SaskTel’s IP environment.
• Successful completion of prescribed training courses.

ABOUT SASKTEL

SaskTel is the leading Information and Communications Technology (ICT) provider in Saskatchewan, with over $1.2 billion in annual revenue and approximately 1.4 million customer connections including 617,000 wireless accesses, 374,500 wireline network accesses, 276,000 Internet accesses and 108,500 maxTV™ subscribers. SaskTel and its wholly-owned subsidiaries offer a wide range of ICT products and services including competitive voice, data and Internet services, wireless data services, maxTV services, data centre services, cloud-based services, security monitoring services, advertising services, and international software and consulting services. SaskTel and its wholly-owned subsidiaries have a workforce of approximately 4,000 full-time equivalent employees (FTEs). Visit SaskTel at www.sasktel.com.

Our focus on our people and dedication to our customers has made us one of Saskatchewan's Top Employers for 11 consecutive years. Come join our dynamic team and accelerate your career at SaskTel!

Thank you for your interest in SaskTel - we look forward to reviewing your applications!

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