Service Technician (Customer Support Centre) 

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Location:  Saskatoon, SK  
Number of Positions: 10 
Salary: $27.51 - $37.11 per hour  
Type of Position: Casual Part-Time  
Closing Date: 11/26/2024 

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POSITION OVERVIEW
 

Receive and resolve customer complaints/issues by analyzing/testing/repairing/escalating using different data applications. Create trouble tickets to document all reported customer complaints/issues. Be accountable by providing a high level of customer service while resolving customer complaints/issues.

TYPICAL DUTIES & RESPONSIBILITIES
(Not all inclusive or applicable to all assignments)

1. Receives, analyzes/tests/repairs/escalates customer issues/complaints. Logs customer reports (trouble tickets), answers/resolves situations and escalates to appropriate personnel as required.
2. Investigates, resolves and/or dispatches problems relevant to wireline, wireless, internet access, other emerging Internet technologies and MAX services.
3. Performs customer and technical resource follow-up on all unresolved troubles.
4. Acquires updates of all customer affecting policies and procedures. Researches Internet sources for new products and technology relevant to resolving customer complaints/issues.
5. Reviews and provides trouble statistics upon request by management.
6. Allocates daily staffing/workload, including the utilization of part time staff. Analyses business requirements and customer demands to ensure adequate coverage.

QUALIFICATIONS

1. Diploma/Certificate in computer networking OR Certificate in Business Administration (with Computer Science classes) OR thorough knowledge of internet/networking support, typically gained with three years of experience in a related field.
2. Thorough knowledge and experience with DOS/Windows personal computers from both a hardware and software perspective.
3. Working knowledge and experience with MacIntosh personal computers from both a hardware and software perspective.
4. Working knowledge of the Internet.
5. Excellent analytical and problem solving skills.
6. Good communications skills, both verbal and written, and the ability to deal effectively with others.
7. Keyboarding skills 20 wpm.
8. General knowledge of SaskTel’s IP environment.
9. Successful completion of prescribed training courses.

#LI-POST

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This is an on-site position located at the location(s) above. The successful candidate must be located within the province of Saskatchewan. Out of province/country candidates must be willing to relocate. Flexible work opportunities, in province, may be available.

At SaskTel, we believe in fostering a diverse and inclusive workforce that reflects the customers and communities we serve. We strive to create an environment where all employees feel empowered to contribute their unique perspectives, driving innovation and creativity, while advancing our efforts as Saskatchewan’s leading Information and Communications Technology provider.

As one of Saskatchewan’s Top Employers, we offer rewarding work, competitive salaries, comprehensive health and dental plans, pension plans, flexible work arrangements, paid time off, training & more! For more information on our benefits please click here: SaskTel’s Benefits.