About the Company
Shaw Communications, now part of Rogers, is a leading Canadian telecommunications company dedicated to connecting people through a variety of essential services including internet, television, and phone. We are committed to delivering exceptional customer experiences and foster a dynamic work environment focused on innovation, collaboration, and empowering our teams to succeed from anywhere.
Job Description
We are seeking an enthusiastic and dedicated Online Support Specialist to join our remote team. This is an immediate start opportunity for individuals passionate about helping customers and resolving technical issues efficiently through digital channels. As an Online Support Specialist, you will be the first point of contact for our customers, providing top-tier support via chat, email, and social media. This is a 100% remote position, allowing you to work from the comfort of your home.
Key Responsibilities
- Provide prompt and professional support to customers via chat, email, and social media platforms.
- Diagnose and resolve technical issues related to internet, television, and phone services.
- Escalate complex issues to the appropriate internal teams when necessary.
- Document customer interactions and solutions accurately in the CRM system.
- Educate customers on product features and self-service options.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Stay updated on product knowledge, service changes, and company policies.
Required Skills
- Excellent written communication skills in English.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using online chat and email support tools.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Reliable high-speed internet connection and a quiet home office setup.
- Basic technical aptitude and willingness to learn about telecommunications services.
Preferred Qualifications
- Previous experience in a customer service or online support role.
- Familiarity with telecommunications products and services.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Ability to work flexible hours, including evenings and weekends.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Competitive salary and performance bonuses.
- Employee discounts on Shaw/Rogers services.
- Paid time off and holiday pay.
- Opportunities for career growth and professional development.
- Supportive and collaborative remote team environment.
- Home office setup allowance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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