Sr. Technical Support Specialist
We are looking for a Sr. Technical Support Specialist to provide technical support for Rogers Enterprise customers by phone and email. In this role, you will act as a trusted point of contact, manage service expectations, support SLA commitments, and help drive timely resolution of customer-impacting technical issues within a 24/7 support environment.
You will troubleshoot service issues, maintain accurate ticket details, coordinate escalations, and keep customers and internal teams informed throughout the resolution process. This role offers the opportunity to strengthen your technical expertise while contributing to reliable enterprise solutions and a high-quality customer experience.
What You'll Do
Technical Issue Management
- Troubleshoot complex technical issues related to wireless connectivity, data, voice, IOT Equipment, applications, and network services.
- Collaborate with internal teams, vendors, and service partners to resolve customer-impacting incidents.
- Prepare clear incident summaries, root cause analysis, resolution actions, and customer-impact details.
- Help ensure service level agreements and performance expectations are met.
- Identify opportunities to improve service quality, customer experience, and follow-up discipline.
Customer Interaction
- Build strong customer relationships and act as an advocate during outages and service-impacting events.
- Provide timely outage, maintenance, product, and service-update communications to enterprise customers.
- Track vendor and customer escalations to support timely follow-up and resolution.
- Prepare and present service reports to customers.
Documentation
- Document customer interactions, master tickets, vendor escalations, and network escalations accurately in the ticketing system.
- Monitor escalated issues and provide progress updates to management and customers.
- Create and maintain internal and external process documentation for the ESA organization.
Product and Technology Knowledge
- Apply working knowledge of wireless network technologies, including GSM, GPRS, EDGE, UMTS, HSPA+, LTE, 5G, Wi-Fi, fixed wireless, smartphones, and data devices.
- Support public and custom APN solutions.
- Assess customer impacts related to network releases and change-management activities.
- Use network support tools and platforms such as HLR, GGSN, SGSN, and MSC.
What You'll Bring
- Post-secondary education in technology, telecommunications, or a related field.
- Five or more years of telecom technical help desk or related support experience.
- Working knowledge of wireless technologies, mobile switching, digital transmission systems, Wi-Fi, fixed wireless, and related network platforms.
- Strong troubleshooting judgment, especially during critical incidents involving enterprise customers.
- Ability to collaborate with technical teams, business stakeholders, vendors, and service partners.
- Clear verbal and written communication skills, with the ability to explain technical issues to technical and management audiences.
- Ability to work independently, support team priorities, and manage multiple tasks in a fast-paced environment.
- Interest in emerging technology, continuous learning, and customer-focused problem solving.
- Bilingualism in English and French, and ITIL knowledge are assets.
Schedule: Full time
Shift: Rotating
Length of Contract: No Selection
Work Location: 800, Gauchetiere O, Bureau 4000-Place Bonaventure - Montreal(182), Montreal, QC
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 341471
To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.
Posting Notes: Customer Experience
Location:
