• Manage Tier 1 and 2 technical support cases (increasingly involved in Tier 3) • Diagnose hardware and software faults and solve technical and applications problems • Reports software system bugs to the software developer • Key liaison with Fasttech regarding technical support processes • Supports and troubleshoots the renewal and new member update process in Salesforce as needed. • Assist in the testing of new releases • Assist in the training and performance measurement metrics for new Tech Support Hires

-Listening to customers' issues about various services provided by Rogers (Internet, Ignite TV, Smart Home Monitoring, Email, and their apps) and providing a solution for those issues.-Asking the right question to find the most efficient solution for the customers.-Understanding the importance of documentation and sharing information across teamsto communicate technical issues and or outages.-Demonstrating commitment to stay up to date with work processes, policies, andcompany information.-Troubleshooting of Windows and Apple operating systems and related Internet software including Internet browsers, Email clients, and network configuration and providing remote support to customers, handling customer technical support cases through phone, email submission, and over live chat.-SME for the new hires, educating them on how to troubleshoot and how to be more efficient on calls, helping them during the calls, and coaching them after calls.-Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of Internet Modem/Computer, hardware, and software.-Supporting customers over the chat, remotely accessing the customer’s system using Logmein rescue tool for the outlook issue and other OS or browser-related issues.-Escalated any issues that cannot be resolved over the phone to schedule service calls where visits are made to client facilities to assess and correct problems in person.