Help Desk Specialist

at  Freedom Mobile

A little about us
At Freedom, we’re proud to be leaders in a movement that brings affordable wireless services to Canadians. We provide not only the wireless freedom Canadians want, but the wireless freedom Canadians deserve and we’re always on the lookout for go-getters that are committed to disrupting the status quo. Does that sound like you? We’d love to meet you.
The role
The Help Desk team provides over the phone support to our Call Centres and Retail Agents with calls such as Port Requests, Troubleshooting, and Billing Disputes. As a Help Desk agent, you will respond to and resolve all escalated customer issues through strong negotiation and decision making skills. You will be a be a brand ambassador by displaying confidence and an in-depth knowledge of our products and services.

What we offer…

• An opportunity to be part of the movement that brings wireless affordability to Canadians
• Great career growth opportunities available throughout all Freedom and Shaw locations nationwide
• A competitive total compensation plan that rewards high performance
• A full range of rewards including access to an extensive flexible health & dental benefits program and discounts on Freedom and Shaw products and services
• Paid vacation starting at three weeks per year

A typical day

As a successful candidate, you will…

• Work with Call Centre and Retail agents to ensure that all issues are resolved using the tools provided to you and by interfacing with other departments and vendors
• Accurately and efficiently support Call Centre and Retail agents in resolving customer issues which include but are not limited to troubleshooting wireless services, wireless handsets, data devices, billing disputes, etc
• Assess and validate all wide-spread issues and act as liaison between departments to coordinate immediate resolution
• Work with CRM to validate, create and escalate Service Request tickets for timely resolution
• Ensure issues are escalated to the appropriate departments in a timely manner
• Participate in team meetings and on-going training sessions
• Adhere to Customer Care department policies, procedures and standards
• Other duties as requested by the Team Lead or Manager

Your skills/experience

• Effective time management, multi-tasking capabilities with strong attention to detail
• At least 2 years of experience in a Customer Care Call Centre environment
• Previous experience in a Technical Support or Help Desk role
• Previous experience in the Wireless Industry is an asset
• Knowledge of cellular operating systems including Android, iOs, Windows, etc.
• Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)
• Highly analytical with a strong understanding of current offerings and plan compatibilities
• Highly motivated and creative with the ability to work successfully under pressure with little supervision

Other details

• We provide service to our customers 24 hours a day, 7 days a week, 365 days a year. Our Help Desk team is required to work various shifts within our operational hours of 8am to 1am including evenings, weekends, and statutory holidays
• Successful candidates will be required to attend training for this position starting October 1st
• This position requires the successful completion of a criminal background check
• This posting will close on September 25th

Freedom Mobile is a subsidiary of Shaw Communications Inc.
Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Broadcast Services. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year