oxio Operations Tech Support Coordinator

Our culture lifts you upthere is no ego in the way. Our common purpose We all want to win for our customers. We aim to always be evolving dynamic and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

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Job Description :

POSITION SUMMARY:

At Cogeco every day our teams are taking action to bring people together through powerful communications and entertainment experiences. Our ability to deliver on this promise in the communities we serve through Canada and the US is possible due to the endless commitment of our colleagues in Canada and the US.

Were seeking an Operations Tech Support Coordinator to support the resolution of complex operational challenges drive process improvements and support crossfunctional collaboration. This role involves analyzing unusual problems proposing innovative solutions and taking ownership of strategic initiatives while working with minimal supervision.

As a Senior Coordinator you will play a key role in bridging communication between our customers and internal teams ensuring smooth and efficient operations. Youll bring passion a solutionoriented mindset and a focus on getting things done to support our ongoing success and customerobsessed culture.

In this role youll assist with a variety of operational tasks drive key projects and support the Sales & Operations team in achieving operational KPIs.

Your responsibilities will include:

Supporting growth efficiency and balanced business decisions through process optimization and ensuring operational excellence.
Delivering exceptional customer service managing escalation points and driving customer satisfaction as a key touchpoint for oxio.
Supporting knowledge resources internal communications and followup processes to foster a highly engaged and effective workforce.
Cultivating strong crosscarrier relationships and representing oxio in interactions with incumbent ISPs to achieve the best customer outcomes.

You will be responsible for supporting and ensuring operational KPIs such as selfinstallation rates escalation resolution times turnaround times internal communications and training completion rates and cost optimization with industry partners.

The successful candidate will play a critical role in enabling Customer Care and Technical Support agents to deliver outstanding service to customers while fostering a bestinclass experience for both customers and employees.

KEY RESPONSIBILITIES:

Technical Support Coordinator CrossFunctional Collaboration & Team Coordination

Technical Process Optimization & Efficiency: Coordinate the identification analysis and resolution of complex technical issues within support workflows optimizing processes to enhance customer satisfaction and achieve key performance indicators (KPIs).
Process Implementation & Tool Coordination: Support the coordination and implementation of technical support processes tools and resources aimed at improving team efficiency closing process gaps and delivering a seamless customer experience..
Technical Issue Resolution & Collaboration: Collaborate with agents to troubleshoot and resolve complex technical challenges ensuring that all solutions comply with technical standards support policies and contribute to achieving performance targets.
Continuous Improvement & Technical Training: Support the development and rollout of training programs tools and resources to improve technical skills empower support staff and enhance the overall customer experience in resolving technical issues.
CrossFunctional Collaboration: Collaborate with technical support product engineering and other departments to solve technical challenges streamline processes and ensure compliance with industry regulations and standards.
Operational Project Optimization: Actively participate in crossdepartmental projects providing insights and proposing adjustments to optimize technical support outcomes drive customer satisfaction and enhance operational efficiency.
Project Management for Tech Support Launches: Support and coordinate the of gotomarket launches for technical support initiatives ensuring alignment between customer care and tech support teams for seamless delivery and implementation.
Team Support & Coordination: Serve as the central coordinator for one or more specialized functions (e.g. knowledge management troubleshooting guides training) within virtual squads or specialized technical support teams ensuring smooth operations and clear communication channels.
Customer & Agent Feedback Analysis: Collect and analyze feedback from both customers and technical support agents regarding programs tools and initiatives providing actionable insights to improve training materials internal communications and overall team effectiveness.

ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING:

College Diploma or combination of equivalent education and experience.
University degree preferred.

WORK EXPERIENCE:

Minimum 23 years experience in a call centre/ customer service environment.
23 years experience in a Technical or Back Office role preferred.
2 years of experience with Jira and Confluence is considered an asset. Knowledge of Slack Crisp and many technical support applications.

SPECIFIC COMPETENCIES

Concisely summarizes and documents customer issues operational issues and processes for handoff to other agents as needed or for continuous improvement purposes
Prioritizes and manages workload independently handling multiple concurrent customer conversations effectively
Supports the broader Customer Care organisation with incident management and general customer service tasks from time to time
Identifies opportunities and implements approved changes to increase departmental team and individual performance.
Comfort with technical topics that allows the individual to learn coach and manage specific procedures designed for customer resolution and internal troubleshooting
Ability to communicate expectations clearly and provide constructive feedback to foster employee performance and engagement
Soft skills that focus on fostering a culture of collaboration employee engagement and achieving departmental results
Ability to make decisions with limited knowledge under fastpaced conditions
Agent Support & Solution Development: Offer ongoing support to technical support agents by providing creative tailored solutions that address technical challenges ensure optimal customer outcomes and maintain a high level of service quality.
Demonstrates flexibility and a positive attitude while adapting to changing market demands targets and key focus areas
Ability to follow directions and provide technical support

At Cogeco we know that different backgrounds perspectives and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine innovate and grow as a company. So we are committed to doing everything in our power to create a more diverse and inclusive world of belonging. By creating a culture where all our colleagues can bring their best selves to work were doing our part to build a more equitable workplace and world. From professional development to personal safety Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and wellbeing of our colleagues one of our highest priorities for we know engaged and appreciated employees equate to a better overall experience for our customers.

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At Cogeco we know that different backgrounds perspectives and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine innovate and grow as a company. So we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work were doing our part to build a more equitable workplace and world. From professional development to personal safety Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and wellbeing of our colleagues one of our highest priorities for we know engaged and appreciated employees equate to a better overall experience for our customers.

If you need any accommodations to apply or as part of the recruitment process please contact us confidentially at