About Primus − Technical Support Career Opportunities
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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TECHNICAL SUPPORT ASSOCIATE The Technical Support Associate is responsible for providing residential customers with professional, prompt and service-focused technical support for Primus' product & service offerings in a 24/7 technical support contact centre environment. |
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| Specific Duties Include: |
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Provide professional, prompt and service-focused technical support to Residential customers, maintaining a high level of customer satisfaction |
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Conduct follow up calls to customers on outstanding issues, ensuring satisfaction and problem resolution |
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Encourage usage of Primus’ Services |
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Update customer accounts in the system with details of the problem reported, resolution and associated timelines |
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Escalate customer inquiries to Team Manager and/or Manager as required to ensure problem resolution in a timely manner |
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Liaise with internal teams and refer appropriate calls to other departments when necessary |
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Respond to customer inquiries via email or other written forms, as directed |
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Maintain strong cross-functional relationships within the company to maximize the customer experience |
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Assist with other duties and special projects, as required and for smooth and efficient departmental operations |
 What We’re Looking for In You: |
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| Essential Knowledge and Skills | |
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1-3 years call centre experience (technical support, help desk, customer service) |
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Secondary School Diploma required. Post secondary education preferred |
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Technical Knowledge: (including maintenance and troubleshooting) Windows operating systems, Windows XP, 2000, Vista, Mac OS 10.2 and up, and DOS system software |
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Knowledge of Internet applications, TCP/IP networking, ADSL, VOIP, Network/Routing |
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Advanced knowledge of Mail Severs, Dial-up Servers and Name and Authentication Servers |
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Advanced knowledge of PC including PC hardware skills – hardware, installations, troubleshooting, conflicts, etc. are an asset |
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Working knowledge of MS Office, Word, Excel |
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Strong oral and written communication skills with the ability to respond to customer inquires via telephone as well as email in a professional and efficient manner |
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Strong interpersonal skills for effective interaction with clients and employees |
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Demonstrated customer service skills. Professional and friendly. |
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Ability to multi task and work independently in a fast paced environment |
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Bilingual skills (French/English) are an asset |
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May require evening, weekend and/or holiday shifts |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
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BILINGUAL - BUSINESS SUPPORT TECHNICIAN (ENGLISH/FRENCH) The Business Support Technician is responsible for providing corporate/commercial customers and end-users with professional, service-focused technical Support for Primus’ services in a Call Centre environment. |
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| Specific Duties Include: |
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Provide a professional, prompt and high level of technical support to Primus’ Corporate customers, maintaining a high level of customer satisfaction |
|
Conduct follow up calls to customers on outstanding issues, ensuring satisfaction and problem resolution |
|
Encourage usage of Primus’ Services |
|
Update customer accounts in the system with details of the problem reported, resolution and associated timelines |
|
Escalate customer inquiries to Team Manager as required to ensure problem resolution in a timely manner |
|
Refer appropriate calls to other departments (such as Level II, MSA, Network Admin, etc.) when necessary |
|
Respond to customer inquiries via email or other written forms, as directed |
|
Maintain strong cross-functional relationships within the company to maximize the customer experience |
|
Manage other duties and project work as required |
What We’re Looking for In You: |
|
| Essential Knowledge and Skills | |
|
1-3 years of Technical Support, Help Desk, Customer Service experience and/or equivalent |
|
Secondary School Diploma required; Post-secondary education in internet technology, networking or a related field preferred |
|
Advanced knowledge of PC including PC hardware skills – hardware, installations, troubleshooting, conflicts etc. |
|
Technical knowledge (including maintenance and troubleshooting) of Windows 95/98/XP, Windows NT 4/2000 and their respective Internet dialers and TCP/IP stacks |
|
Working knowledge of MAC OS, DOS |
|
Advanced knowledge of Mail Servers, Dial-up Servers, Name and Authentication Servers. |
|
Working knowledge of MS Word, Excel, Access, and Lotus Notes |
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Demonstrated customer service skills |
|
Bilingual skills (French/English) are required |
|
Team player who likes to work hard and have fun |
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May include evenings/weekends and holiday shift work |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
WHY PRIMUS?
Positive and progressive describes the Primus Canada team. Our team members are comprised of a wide range of dedicated professionals who all have one thing in common – devotion to this highly exciting and dynamic industry.
We recognize that growth, challenge and opportunity motivate our team members. We are dedicated to creating a well-educated work force where all team members can fulfill their professional goals.
ABOUT PRIMUS
Primus Telecommunications Canada Inc. ("Primus Canada") offers the widest selection of consumer and business telecommunications services available nationwide, including Long Distance & Local Phone Service, TalkBroadband (VoIP), Wireless service, and Internet services (High Speed DSL & Dial-up). Primus Canada now serves over 1 million customers across its suite of services. As a leading Internet Service Provider (ISP) in Canada, Primus Canada has over 100,000 Internet subscribers accessing 46 national points-of-presence across Canada.
|
BUSINESS SUPPORT TECHNICIAN The Business Support Technician is responsible for providing corporate/commercial customers and end-users with professional, service-focused technical Support for Primus’ services in a Call Centre environment. |
|
| Specific Duties Include: |
|
|
Provide a professional, prompt and high level of technical support to Primus’ Corporate customers, maintaining a high level of customer satisfaction |
|
Conduct follow up calls to customers on outstanding issues, ensuring satisfaction and problem resolution |
|
Encourage usage of Primus’ Services |
|
Update customer accounts in the system with details of the problem reported, resolution and associated timelines |
|
Escalate customer inquiries to Team Manager as required to ensure problem resolution in a timely manner |
|
Refer appropriate calls to other departments (such as Level II, MSA, Network Admin, etc.) when necessary |
|
Respond to customer inquiries via email or other written forms, as directed |
|
Maintain strong cross-functional relationships within the company to maximize the customer experience |
|
Manage other duties and project work as required |
What We’re Looking for In You: |
|
| Essential Knowledge and Skills | |
|
1-3 years of Technical Support, Help Desk, Customer Service experience and/or equivalent |
|
Secondary School Diploma required; Post-secondary education in internet technology, networking or a related field preferred |
|
Advanced knowledge of PC including PC hardware skills – hardware, installations, troubleshooting, conflicts etc. |
|
Technical knowledge (including maintenance and troubleshooting) of Windows 95/98/XP, Windows NT 4/2000 and their respective Internet dialers and TCP/IP stacks |
|
Working knowledge of MAC OS, DOS |
|
Advanced knowledge of Mail Servers, Dial-up Servers, Name and Authentication Servers. |
|
Working knowledge of MS Word, Excel, Access, and Lotus Notes |
|
Demonstrated customer service skills |
|
Bilingual skills (French/English) are an asset |
|
Team player who likes to work hard and have fun |
|
May include evenings/weekends and holiday shift work |
This description is intended as intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions. Further, the job description is subject to change at the discretion of management.
Primus Telecommunications Canada Inc. is an equal opportunity employer. We value diversity in the workplace, are committed to Employment Equity and will provide reasonable workplace accommodation to applicants with disabilities. All interested individuals, including those who consider themselves to be aboriginal, visible minorities, and/or persons with disabilities are encouraged to apply.
