Careers

The Customer Care Representative will provide a high quality customer experience by delivering exceptional customer service and support for new and existing customers. 

Reports to: Customer Care Manager

Responsibilities:

1.     Respond effectively to customer inquiries. 
2.     Promote and upsell Bruce Telecom products and services whenever possible.
3.     Proactively contact customers to inform them of Bruce Telecom products and services.
4.     Work efficiently to improve customer experience.
5.     Stay abreast of customer care performance targets and work to achieve them.
6.     Resolve billing and service complaints upon first contact.
7.     Keep current on all services including but not limited to telephone services, long distance, Internet and retail products.
8.     Initiate service orders and coordinate with various departments and ensure follow through.
9.     Accurately calculate and apply service charges, billing credits and billing adjustments.
10.   Ensure that appropriate forms/applications are completed and processed as per established processes. 
11.   Report data and maintain records accurately using the tools and systems provided.
12.   Take responsibility for issues and follow up/escalate accordingly.
13.   Provide expertise in specialty groups to relevant departments both internally and externally during procedural 
        modification.
14.   Maintain and update various online and printed product information and manuals.
15.   Complete other duties as assigned.

Minimum Educational Requirements:
College or Business School Diploma in Business, Administration or equivalent experience

Required Qualifications, Skills and Experience:
Must have exceptional customer relationship skills
Possess proven sales skills
Possess strong conflict management and problem solving skills
Ability to work independently and as part of a team
Must be flexible and adaptable to sales situations
Demonstrated ability to multi-task effectively
Must have the ability to communicate effectively with a wide range of customers
Must have strong keyboarding and internet navigation skills
Must be comfortable with learning and using new technology
Detail and Goal Oriented

Hours of Work:
Part-Time - 25 Hours per Week
Location, Days and Hours of Operation may vary

If interested in this opportunity, please send your cover letter and resume to hr@brucetelecom.com by Friday, February 1, 2019.
 

The Network Administrator is a member of the Network Team, working to maintain the operational status of the Bruce Telecom Network, install new services and assist with corporate and residential customer support.

Reports to: Manager of Network and Support

Responsibilities:
1.  Monitor and maintain the existing network infrastructure on a daily basis.
2.  Document and respond to system alarms.
3.  Install and configure new services and equipment.
4.  Operation, maintenance and retirement of legacy systems.
5.  Monitor and process service orders and trouble tickets.
6.  Provide Tier II support for Customer Support Group.
7.  Evaluate network topology design on an ongoing basis and provide analysis and recommendations.
8.  Complete other duties as assigned by the Manager.

Minimum Academic/Educational Requirements:
Post-Secondary education in Electronic Technology, Telecommunications, Computer Science or equivalent
JNCIA/CCNA certification or equivalent would be considered an asset
Valid Ontario Driver’s License

Required Qualifications, Skills and Experience:
5 – 8 years of experience in a networking job function is necessary to gain the required skills to be successful in this role

Technical Requirements:
Extensive knowledge of TCP/IP networks, with a strong background in Routing, VOIP and
Multicast protocols
Knowledge and experience with Digital Switched Services (IE: DS1/DS3) and
Optical Carrier/SONET(IE: OC-48)
Juniper and/or Cisco hardware experience
Experience with Metaswitch or other softswitch platforms in a carrier environment

Technical Skills Considered an Asset:
Experience with servers and virtual machines utilizing UNIX, Linux, Microsoft Windows
Experience with EWSD or other Class 5 switching platform Experience with AFC and Alcatel legacy networks Knowledge and experience in Electrical Power Systems

Required Skills:
Strong communication skills
Proven problem solving and troubleshooting skills
Strong skillset in priority management

Ability to work in a team environment

Working Conditions:
Primarily in an office environment
Ability to travel to other equipment office locations as required
Time shifting of normal work hours may be required
Participate in the on call schedule

If you are interested in applying to this position please email us your resume to hr@brucetelecom.com by Friday February 8, 2019.