Business Analyst, Business Services

1 Temporary Full Time Position

POSITION SUMMARY :

In accordance with the established procedures, policies and available tools, the incumbent is responsible for gathering requirements on major initiatives within the scope of the Network Services team. These projects are highly technical in nature, requiring strong knowledge and understanding of application development and systems integration. All initiatives are complex and cross functional in nature, requiring a heightened level of organizational and interpersonal skills.

KEY RESPONSIBILITIES

• Responsible for working within the standard Cogeco Project Management methodology to support effective requirements identification in support of major Network Services (NS) projects.
• Participate in defining project scope for capital request creation and analysis of business cases.
• Create Business Requirement Documents (BRD) outlining all items for the implementation of the project.
• Develop and maintain all supporting documents in the requirement phase of the project.
• Identify, document and obtain Executive sign off on project requirements.
• Facilitate the creation of test plans and obtaining sign off on test results prior to promotion to production.
• Participate in projects implementation initiation phase in transitioning to Project Manager.
• Interface with other departments to represent NS needs.
• Facilitate the creation of process deliverables and operations hand-off.
• Facilitate the creation of training materials. 11. Promote projects to Operations.
• Responsible for working with the Manager – Analysis and Portfolio Management to analyze, track, and forecast fiscal capital budgets.
• Perform and document impact analysis of product roadmaps, project requests and application issues.
• Identify and document existing NS processes.
• Identify and document NS process improvements.
• Assist with managing projects when required.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

• University degree in relevant discipline.

WORK EXPERIENCE

• Minimum 8 to 10 years of relevant experience in Business analyst experience, defining requirements and documenting processes.

SPECIFIC COMPETENCIES

• Working knowledge of Internet systems, digital cable, and network technology.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Ability to establish good working relationships with others.
• Experienced in effectively supporting multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
• Strong planning and troubleshooting skills with the ability to “think outside the box” and see the “big picture” impact of decisions/actions.

SPECIFIC COMPETENCIES

• n/a

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DOCSIS Architect

1 Full Time Position

POSITION SUMMARY :

In accordance with established guidelines and procedures, provides technical guidance and direction to the IP and HFC Engineering team on DOCSIS specifications and evolution to deploy new technologies, new modulation techniques and new features based on the broadband services to be deployed. Responsible for DOCSIS related MIB characterization, testing and integration in the DOCSIS environment and its impact on the IP network. Senior technical research with a long term vision, mapping DOCSIS specifications to long term Engineering design aligning to business strategy.

KEY RESPONSIBILITIES

• Responsible for engineering the overall DOCSIS technology for access network infrastructure, including its integration into the IP Network.
• Responsible to develop test plans and to provide the test environment required to conduct tests cases related to compliance to DOCSIS specifications.
• SME expert on evaluating, testing, deploying DOCSIS technologies insuring interoperability with Company’s IP network infrastructure. SME on DOCSIS, Packet Cable and Home Networking technologies and platforms for future implementations of multimedia services. Has strong knowledge of the Cable Plant
• Technically responsible for DOCSIS related new technology implementation processes and pre and post engineering development.
• As a technical lead on the DOCSIS standards, works closely with the IP Engineering team, HFC engineering and Technical Operations on new DOCSIS implementations impacting end points, home network and CMTS edge devices.
• Works closely with the IP Network Access Engineering team, with the Systems Engineering group and the Technical Operations Group on designing and developing new and improved diagnostics and monitoring tools based on industry best practices
• SME of DOCSIS –RF specifications, modulation techniques, configuration & file creation standards, security principles, QoS on DOCSIS environment, cable modulation profiles, among others.
• Responsible for customer landscape architecture integrating DOCSIS devices and standards to other industry home standard protocols required to deliver integrated services to the home.
• Responsible for architecting, planning, implementing, all hardware and software deployed within a customers home. Includes but is not limited to; a)Modems, b)Routers, c)Firewalls d)Media Termination Adaptors (MTA), e) Residential Gateways.
• Responsible for designing testing plans and qualification process for all CPE related devices based on the functionality to be delivered to the customer and related architecture principles designed for the home (includes TPIA regulatory requirements)
• Responsible for Cable Labs DOCSIS specification tracking, MIB and DOCSIS metrics, industry practices and instrumentation standards, vendor engineering technical relations supporting the CPE team a) MIB analysis and vendor implementation b) industry practices and applicability , c) Quarterly Industry trends reporting.
• Responsible for working as the lead engineer on the technology roadmap and integration team on projects and tools related to a) User level diagnostics, b) Usage collection and analysis, c)Performance management tools, d)DOCSIS technology evolution e) Packet Cable technology evolution and f) Cable Home Technology evolution.
• Responsible for knowledge transfer to internal customers on CPE related developments: a) Training on new technology trends on the DOCSIS environment and changes or improvements, b) Support on documenting on trouble shooting guides c) Engineering bulletins on CPE related topics.
• Assists other departments and performs other duties as required.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

• University degree in Engineering or relevant discipline required
• Professional Engineering designation will be an asset

WORK EXPERIENCE

• 8-10 years detailed knowledge and hands on experience engineering DOCSIS cable modems and CMTS environments.
• Unix Systems Administration
• Minimum 5 years experience working with CMTS/DOCSIS End Points, personal firewalls software and hardware.

SPECIFIC COMPETENCIES

• Must have strong operational level understanding of personal computers and operating systems.
• Strong shell and/or perl or awk scripting/automation skills
• Desirably My SQL knowledge
• Strong operational level understanding of Solaris and Linux: OS Hardening, TCP/IP Fine Tuning”
• Must have strong operational level understanding of UNIX (Solaris, BSD) and Linux.
• Must have detailed understanding of Internet Protocol and DOCSIS
• Must have operational knowledge of Cisco routers and networking.
• Must possess excellent organizational and analytical skills
• Must be creative and with a long term vision.
• Strong project management experience combined with excellent interpersonal skills.
• Excellent written and verbal communication / presentation skills combined with demonstrated documentation skills.
• Ability to establish good working relationships with others combined with a strong customer focus.
• Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment. Ability to effectively manage change.
• Self-motivated. Takes initiative in identifying and resolving problems independently. Monitors own work for quality.
• Strong planning and troubleshooting skills with the ability to “think outside the box”. Sees “big picture” impact of decisions.
• Open to change, with a learning attitude towards work, teams and customer service. Promotes quality work.
• Valid Ontario Drivers License.
• Must have strong understanding of all Microsoft Office applications, including Visio and Project.

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Bilingual Technical Operations Analyst

(Full time)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for supporting the Technical Operations team by developing and completing analysis of key departmental objectives, performance indicators and financial results in order to optimize resource management and work flow processes within the department. Responsible for supporting the preparation of the annual Operating and Capital Budgets and for ongoing analysis and forecasting throughout the year.

• Develops methodology to record and analyze assigned technical operational activities including Installations, Disconnects, Service Calls, Audits and Maintenance using available data sources such as ITC, Mobileforce, Remedy, Contractor Invoices etc.
• Recommends changes to improve departmental efficiency based on identified trends and anomalies.
• Facilitates and supports regular review of work flow “blueprinting” maps to assist Tech Op Managers in improving departmental efficiencies and offering superior customer service.
• Responds to ad hoc requests for data by identifying the optimum source and method for obtaining the required data/information.
• Extracts data from master sources using various query tools and reviews/analyzes/organizes the data to import into an Excel or Access template.
• Develops and implements methodology to ensure data integrity and accuracy at all times prior to publication of results.
• Develops presentation views of analysed data that meet the requirements of various levels of management.
• Publishes scheduled Technical Operations statistical reports as required.
• Assists with the development and presentation of the annual Technical Operations Operating and Capital Budgets.
• Completes monthly Risks and Opportunity Analysis of assigned Operating and Capital financial results and provides support to Management staff in completing analysis of variances and forecasting of results.
• Liaises with IT Department to ensure that database analytical tools used within the department are used to their potential.
• Participates as a member of project working teams and ensures that requirements for data and reporting are identified and integrated within project and implementation plans.
• Perform other duties as assigned.
• As part of their work, employee must take all necessary measures to ensure their own health & safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the cutomer’s needs.

ACADEMIC TRAINING

• Relevant University degree required.

WORK EXPERIENCE

• Minimum 5 years relevant experience in an analyst capacity.

SPECIFIC COMPETENCIES

• Expert skills using MS Access (creating database, developing complex queries, extraction of reports), Excel, Power Point, Visio, and Crystal reports.
• Working knowledge of computer systems and databases, i.e. SQL and Oracle.
• Knowledge of budgeting and financial reporting fundamentals.
• Knowledge of work flow process documentation and analysis.
• Detail oriented (accurate and thorough) with superior organizational and analytical skills.
• Self motivated and able to work independently and take initiative in identifying and resolving problems. Monitors own work for quality.
• Experienced in effectively coordinating portions of multiple projects and working with conflicting priorities in a fast-paced environment. Ability to execute multiple tasks simultaneously, efficiently within an established time frame.
• Highly process oriented with an aptitude for increasing efficiencies and streamlining procedures.
• Superior written and verbal communication/presentation skills combined with demonstrated ability to compile data into logical reports and briefings.
• Ability to “think outside the box” and see the “big picture” impact of decisions/actions.
• Open to change, with a learning attitude towards work, teams, and customer service. Streamlines processes and promotes quality work.
• General understanding of Broadband, Cable, Telecos or Internet industries and technology preferred.

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Customer Facing Technician (CFT)

(Full time position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. it is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and service related work.

KEY RESPONSIBILITIES

• Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services.  This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
• Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
• Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
• Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
• Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
• Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
• Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
• Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
• Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
• Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
• Performs other duties/tasks as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required
• A+ certification preferred.

WORK EXPERIENCE

• Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
• Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

• Mechanical aptitude required to complete required repairs and corrections.
• General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
• Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus.
• Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
• Self motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
• Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
• Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
• Required to work in all weather conditions

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Systems Architect

(1)Full time position

SUMMARY

In accordance with established policies, procedures, tools and standards, the incumbent is responsible for the for the technical planning, design , implementation and operations hand-off of all elements of the platforms managed by the Systems Team for Voice and High Speed Internet Services. This includes responsibility for server hardware and software, load balancers, NFS storage and SAN.

KEY RESPONSIBILITIES

• Responsibilities will focus on planning, design and implementation of public Internet and VOIP applications of email, web, Cisco BTS, Voicemail,, DNS and DHCP – including hardware deployment planning, OS and application migration planning and documentation.
• Responsibilities will also include working within the Systems group on the development and execution of a forward looking plan in support of product plans for residential and commercial Internet and VOIP  services.
• Responsibilities will also include developing and maintaining appropriate technical documentation including design documents, as-built documentation, and operations/maintenance practices.
• This position will also be responsible for designing and implementing operational and management reports for key services and platforms.
• Responsibilities will also include the planning, engineering and implementation of DNS , DHCP throughout the Cogeco public Internet network. –l; as well as the planning, engineering and implementation of management and backup systems in support of the Cogeco Internet and VOIP services.
• Other key functions performed by this position are security officer and technology selection.  One staff member within this discipline will be assigned the function of defining, documenting, deploying and monitoring security policy for systems/services managed by the Systems team.  Technology selection, testing and development are key to ensuring scalable and stable solutions that will support future growth of the systems and services managed by the Systems team.
• Performs other duties as directed.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• Bachelor Degree in Engineering, Information Technology or other related discipline.

WORK EXPERIENCE

• 8 to 10 years Engineering experience in an Internet service provider environment.

SPECIFIC COMPETENCIES

• Engineering experience with server hardware and operating systems, UNIX (HPUX ,SOLARIS, Linux and FreeBSD)
• Engineering experience with public service provider Internet applications.
  • email (postfix, Sun)
  • web hosting (zeus)
  • DNS (bind)
  • DHCP (BACC)
• Engineering experience with storage systems;
  • SAN
  • RAID
  • NFS
• Engineering experience with load balancing and caching technology
• Experience in the deployment of Voice Over IP services such as BTS and Voicemail
• Detailed knowledge of security practices in an Internet service provider environment
• Understanding of web page design and security (HTTP and HTTPS)

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Producer

(1 Full Time Position)

SUMMARY

Responsible for the production and creation of relevant local programming. Ensures all programming meets all legal, regulatory and company requirements, supports the epartment business plan, KPIs, operational standards and company objectives. Promotes a positive image of Cogeco through all production and community relations activities.

KEY RESPONSIBILITIES

• Pre-Production: Responsible for script development, set design, as well as booking talent, resources, crew and equipment. Verifies all copyright, legal, regulatory and company requirements are met. Completes site check for location shoots to verify production requirements and safe working environment. Communicates air date to all involved.
• Production: Coordinates, and executes mobile, ENG or EFP, and studio productions. Provides complete coaching and training for crew, including volunteers, coop students and community members. Follows prescribed production standards.
• Post Production: Responsible for post production activities, including editing, producing program promo, and post production review with crew; ensuring all production deadlines are met and paperwork is completed in database. Ensures all production resources are returned to proper location and production areas are neat and organized. Promptly notifies relevant staff if there are any problems with equipment.
• Training: Identifies all opportunities for training before, during and after productions. Works alongside coop students and volunteer crew demonstrating production techniques. Establishes a positive environment for crew to learn and grow in their roles assisting them in expanding their television production skills.
• Safety: Adheres to all company and industry safety standards. Promotes safe working practices. Completes all necessary forms and reports any deficiencies or occurrences immediately. Stays current with all necessary safety training. Is a “competent person” as defined by health and safety legislation.
• Vehicles: Completes safety checks, circle checks and reports any deficiencies immediately. Arranges for regular maintenance of assigned vehicle. Restocks supplies and maintains the overall appearance of the vehicle, inside and out.
• Branding and Promotion: Ensures consistent application of Company image, logo and identification as per the Company standards. Identifies opportunities for Branding and company promotions within the community. Seeks opportunities to leverage company and department profile through internal and external partnerships, sponsorships and production activities.
• Community Relations: Participates in community relations activities of the channel and company. Supports marketing and technical initiatives through community contacts. Identifies opportunities for positive community relations. Acts as a company ambassador at all times.
• Administration: Maintains accurate records and statistics for department reports and planning. Attends and participates in production meetings.

ACADEMIC TRAINING

• Completion of a post-secondary degree or certificate in television production or related experience, is required.

WORK EXPERIENCE

• Minimum 3 years experience working in audio/video production, is required.
• Community television experience, would be preferred.

SPECIFIC COMPETENCIES

• Demonstrated skills in the following: studio lighting, audio principles, directing, graphics and editing, is required.
• Intermediate proficiency with MS Office software, email, Outlook and a web browser, is required.
• Possess valid Ontario Class G drivers licence, is required.
• Strong customer service and relationship management skills, are required.
• Excellent interpersonal, written and verbal communication skills, is required.
• Ability to learn and assimilate new information, and apply it correctly to on-going work issues, is required.
• Ability to contribute to and maintain a supportive team environment, is required.
• Strong ability to multi-task and meet conflicting deadlines, is required.
• Ability to maintain a positive consistent relationship with management, co-workers and customers.
• Ability to resolve conflict situations in both external and internal customer service situations, is required.
• Detail orientation, accuracy and thoroughness, with well-developed organizational skills, are required.
• Demonstrated ability to take initiative to identify- and resolve problems independently while still recognizing the impact on others, is required.
• Ability to monitor own work for quality, is required.
• Self-motivated with the ability to take initiative in identifying and resolving problems using established procedures, policies and guidelines, is preferred.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Required to carry and lift at least 20 kg. and work up to 5 metres above the ground.

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HTD Lead hand

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible to provide leadership to HTD staff by supporting conveyed priorities and direction, and acting in the absence of an HTD Supervisor.

KEY RESPONSIBILITIES

• Represents the company in a professional ethical manner.
• Safeguards HTD, and HTD warehouse operations and contents by complying with security procedures and protocols.
• Ensures that test equipment and other assigned tools and equipment are maintained in excellent condition.
• Supports and enforces Cogeco’s Health and Safety procedures.
• Provides leadership in change management through positive communication and positive behaviours.
• Monitors progress of assigned work; proactively identify any issues to the HTD Supervisor that may impact the work environment, planned schedule, or supply.
• Manages own time effectively so as to ensure various deadlines and business objectives are met.
• In the absence of Supervisor provides daily supervision of HTD staff and assumes responsibility for HTD operations, conducting meetings as required.
• Participates in departmental and HTD Meetings. Serves on committees and teams as department representative as assigned.
• Responsible to perform 5S audits. Maintain: a) current status of 5S board; b) assigned work area in a neat and orderly fashion.
• Maintains HTD Re-Order Site and central Tech Management Document storage communicating with Tech Managers and HTD staff as required.
• Maintains current and accurate HTD statistical spreadsheets and process documentation relative to all types of HTD equipment.
• Performs various administrative duties such as completing and maintaining accurate systems records, activity reports and support documentation.
• Contributes to team effort by accomplishing related results, other duties or special projects as assigned.
• The incumbent is at all times fully aware that the proper execution of his/her work supports the ultimate goal of providing excellent service to current and potential customers.
• Required to operate a tow motor, barcode scanner and pallet truck.
• Performs other duties as required.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College Diploma or combination of equivalent education and work experience required

WORK EXPERIENCE

• 5 to 8 years of relevant experience.

SPECIFIC COMPETENCIES

• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Basic knowledge of inventory procedures.
• Hands-on Management style (proven ability to motivate and   lead others).
• Ability to troubleshoot in a fast paced environment.
• Self motivated with excellent attention to detail and time management skills.
• Takes initiative in identifying and resolving problems independently.  Possesses ability to assess impact of decisions.   Monitors own work for quality.
• Must be able to maintain physical organization of workspace and multi-task.
• Demonstrated interpersonal and organizational skills with the ability to effectively manage conflicting priorities.  Able to exercise tact, sound judgment and discretion when dealing with others.
• Possess sound organizational, problem solving, analytical and reporting skills.
• Computer literate with demonstrated working knowledge of MS Office (Word/Excel).
• Good written and verbal communication skills.
• Ability to work flexible shifts including evenings, weekends, and statutory holidays.
• Accuracy and attention to detail is essential in performing all aspects of this position. 
• Will be required to navigate between multiple types of software in order to perform job function.
• Maintains a Tow Motor and valid Ontario driver license; eligibility to drive Cogeco vehicles.
• Demonstrated working knowledge of Microsoft Access

PHYSICAL DEMANDS AND VISUAL ACUITY

• May be required to lift and move heavy boxes (minimum 40 lbs). Regularly operate a tow motor, pallet truck and bar code scanning equipment.
• Manual dexterity required for operation of machinery, equipment and computers. Concentration is required when operating equipment.

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Director of Sales

(1 Full time position)

SUMMARY

The Director of Sales will manage the Inbound Sales Team and be accountable for meeting or exceeding sales and revenue targets while maintaining customer satisfaction. The focus will be 12 months into the future, including managing initiatives within the current fiscal year and planning into the next fiscal year. The Director of Sales will be accountable for the sales strategy within the Contact Centre channels and the development of sales effectiveness within the leadership ranks and front-line employees. A critical member of the Senior Leadership team, they will assist in advancing the overall culture, compensation strategies and performance management. This leader must motivate others by example; demonstrating the leadership attributes in every interaction and through execution.

KEY RESPONSIBILITIES

• Four areas of focus will be important: Revenue Generation Targets: Acquisition: Adding new customers, bringing on new products Growth: Feature adds to existing services. Achieving “Triple Play”/Complete Connect, sole provider status for an increased% of customers Retention: Loyalty programs including renewals and promotional offers Winback: Conducting campaigns to re-engage previous customers with a compelling sales offer
• Build Team Sales Competencies: develop a high performing sales culture including recruiting with defined profiles, developing sales training/coaching content and supporting with sales and call quality standards.
  
  Create Sales Incentives: develop a metrics and incentive program including commissions that will motivate staff to deliver increased revenue and one that will incent the right sales behaviours.
  
  Design Sales Call Flows: create inbound sales and service call flows to optimize revenue. On service calls, ensure that service issues are resolved before the right value selling approach is applied with a strong close. Ensure that all team members from Sales, Service and Technical teams are trained on a consistent approach to optimize revenue.
  
  Create an effective Organizational Design to optimize Sales Effectiveness: design an effective Inbound call routing strategy and that delivers each sales call to the best trained agent. Assess options around IVR and skills based routing, and the creation of a dedicated Sales Team. Look to expand sales opportunities within Technical Support and Collection interfaces and leads.
  
  Develop Daily and Monthly reports to track Sales Effectiveness: develop organizational success measures as well as individual representative measures to manage the business, to celebrate top performer achievements and to coach bottom performers.
  
  Optimize Processes and Tools for Sales Effectiveness: analyse the effectiveness of customer profile information and desk-top tools to ensure that cross-sell and upsell opportunities are visible and intuitive. Ensure that lead generation referrals are captured and forwarded to the outbound or marketing teams
• Channel: Responsible for the channel content, scheduling, quality and overall look – ensuring that it complies with our department standards. Ensures web site is updated regularly and that content for the site is a priority.
• Stakeholder Relationship Management: The Director of Sales will coordinate with: Third (3rd) Party, Residential Sales and Marketing Interfaces to ensure these channels will champions positive customer relationships, and work in conjunction to maximize sales opportunities and global issues. Specific to Third Party, they will be key in defining contract expectations around sales performance. This is a synergistic and supportive role and does not diminish the ownership role played by each entity.
• Staff Supervision: The Director of Sales will act as a positive and confident role model to motivate their sales team, to enable high customer satisfaction, employee satisfaction and operational effectiveness. They will be responsible for the leadership and performance management of Managers, Supervisors and front line agents. They will conduct effective employee performance coaching, both in terms of revenue generation, quality and productivity using key performance metrics; prepare and conduct employee performance reviews.
• Call Listening – Daily Operations Liaison: Call listening and validation is required, to have a full understanding of customer activity, to ensure that all areas are compliant and meet with shareholder and customer expectations. This entails daily reviews of completed sales, volumes, revenues, promotional orders and open issues.
• Interdepartmental Liaison: The Director of Sales acts as the corporate advocate for their customer. They will champion process re-engineering efforts that will resolve chronic client issues related to sales effectiveness.
  
  Issues Management: Convene issues management meetings to resolve operations issues (complaints) interdepartmentally. Focus on process improvements in the area of timeframes, service, delivery schedules and special promotions.
  
  Re-Engingeering: Assess efficiencies of existing processes with the mandate of improving or implementing automation and technology enablers to improve sales revenue.
  
  Relationship Management: Develop strong partnership with key stakeholders including:
  • PPIS : (Project, Planning, Implementation and Support)
  • Marketing
  • Residential Sales
  • Inventory Management
  • BCC Tech Support and Management
  • Business Intelligence
  • Quality and Training
• Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
• As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• University degree in Business Administration, Marketing or relevant discipline required

WORK EXPERIENCE

• 12+ years in a management role, accountable for overall sales performance ideally in a fast pace contact centre
• A process engineering background, with demonstrated achievements in managing significant change to improve the customer experience.
• Experience in managing and motivating direct reports
• Leadership: experience at managing the performance of others, coaching and development
• Experience in CRM/segmentation/direct marketing is an asset

SPECIFIC COMPETENCIES

• Developed and coordinated value-based sales selling cycle and methodology
• Knowledge of structuring sales quota goals and revenue expectations. Involvement in collaborating in planning marketing strategies, and successful public relations efforts.
• Strong customer service orientation, an advocacy approach and strategic thinking to enhance the customer experience both today and in the future
• Communication and presentation skills, ability to share information and to influence positive outcomes
• Talent for developing and implementing strategic marketing plans.
• Proven ability to manage multiple projects, set priorities and meet deadlines.
• Conflict resolution and negotiation skills
• Analytical thinking, problem solving and process engineering skills at a management level. Process mapping and workflow experience would be an asset.
• Achievement orientation, capacity for work, ability to work under pressure, flexibility to work extra hours to meet deadlines.
• Solid priority management and time management skills
• PC skills (Microsoft word, excel, PowerPoint)

PHYSICAL DEMANDS AND VISUAL ACUITY

• Burlington location with some travel involved to other centres and client partners.

Apply by email

 

Director of Sales

(1 Full time position)

SUMMARY

The Director of Sales will manage the Inbound Sales Team and be accountable for meeting or exceeding sales and revenue targets while maintaining customer satisfaction. The focus will be 12 months into the future, including managing initiatives within the current fiscal year and planning into the next fiscal year. The Director of Sales will be accountable for the sales strategy within the Contact Centre channels and the development of sales effectiveness within the leadership ranks and front-line employees. A critical member of the Senior Leadership team, they will assist in advancing the overall culture, compensation strategies and performance management. This leader must motivate others by example; demonstrating the leadership attributes in every interaction and through execution.

KEY RESPONSIBILITIES

• Four areas of focus will be important: Revenue Generation Targets: Acquisition: Adding new customers, bringing on new products Growth: Feature adds to existing services. Achieving “Triple Play”/Complete Connect, sole provider status for an increased% of customers Retention: Loyalty programs including renewals and promotional offers Winback: Conducting campaigns to re-engage previous customers with a compelling sales offer
• Build Team Sales Competencies: develop a high performing sales culture including recruiting with defined profiles, developing sales training/coaching content and supporting with sales and call quality standards.
  
  Create Sales Incentives: develop a metrics and incentive program including commissions that will motivate staff to deliver increased revenue and one that will incent the right sales behaviours.
  
  Design Sales Call Flows: create inbound sales and service call flows to optimize revenue. On service calls, ensure that service issues are resolved before the right value selling approach is applied with a strong close. Ensure that all team members from Sales, Service and Technical teams are trained on a consistent approach to optimize revenue.
  
  Create an effective Organizational Design to optimize Sales Effectiveness: design an effective Inbound call routing strategy and that delivers each sales call to the best trained agent. Assess options around IVR and skills based routing, and the creation of a dedicated Sales Team. Look to expand sales opportunities within Technical Support and Collection interfaces and leads.
  
  Develop Daily and Monthly reports to track Sales Effectiveness: develop organizational success measures as well as individual representative measures to manage the business, to celebrate top performer achievements and to coach bottom performers.
  
  Optimize Processes and Tools for Sales Effectiveness: analyse the effectiveness of customer profile information and desk-top tools to ensure that cross-sell and upsell opportunities are visible and intuitive. Ensure that lead generation referrals are captured and forwarded to the outbound or marketing teams
• Channel: Responsible for the channel content, scheduling, quality and overall look – ensuring that it complies with our department standards. Ensures web site is updated regularly and that content for the site is a priority.
• Stakeholder Relationship Management: The Director of Sales will coordinate with: Third (3rd) Party, Residential Sales and Marketing Interfaces to ensure these channels will champions positive customer relationships, and work in conjunction to maximize sales opportunities and global issues. Specific to Third Party, they will be key in defining contract expectations around sales performance. This is a synergistic and supportive role and does not diminish the ownership role played by each entity.
• Staff Supervision: The Director of Sales will act as a positive and confident role model to motivate their sales team, to enable high customer satisfaction, employee satisfaction and operational effectiveness. They will be responsible for the leadership and performance management of Managers, Supervisors and front line agents. They will conduct effective employee performance coaching, both in terms of revenue generation, quality and productivity using key performance metrics; prepare and conduct employee performance reviews.
• Call Listening – Daily Operations Liaison: Call listening and validation is required, to have a full understanding of customer activity, to ensure that all areas are compliant and meet with shareholder and customer expectations. This entails daily reviews of completed sales, volumes, revenues, promotional orders and open issues.
• Interdepartmental Liaison: The Director of Sales acts as the corporate advocate for their customer. They will champion process re-engineering efforts that will resolve chronic client issues related to sales effectiveness.
  
  Issues Management: Convene issues management meetings to resolve operations issues (complaints) interdepartmentally. Focus on process improvements in the area of timeframes, service, delivery schedules and special promotions.
  
  Re-Engingeering: Assess efficiencies of existing processes with the mandate of improving or implementing automation and technology enablers to improve sales revenue.
  
  Relationship Management: Develop strong partnership with key stakeholders including:
  • PPIS : (Project, Planning, Implementation and Support)
  • Marketing
  • Residential Sales
  • Inventory Management
  • BCC Tech Support and Management
  • Business Intelligence
  • Quality and Training
• Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
• As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• University degree in Business Administration, Marketing or relevant discipline required

WORK EXPERIENCE

• 12+ years in a management role, accountable for overall sales performance ideally in a fast pace contact centre
• A process engineering background, with demonstrated achievements in managing significant change to improve the customer experience.
• Experience in managing and motivating direct reports
• Leadership: experience at managing the performance of others, coaching and development
• Experience in CRM/segmentation/direct marketing is an asset

SPECIFIC COMPETENCIES

• Developed and coordinated value-based sales selling cycle and methodology
• Knowledge of structuring sales quota goals and revenue expectations. Involvement in collaborating in planning marketing strategies, and successful public relations efforts.
• Strong customer service orientation, an advocacy approach and strategic thinking to enhance the customer experience both today and in the future
• Communication and presentation skills, ability to share information and to influence positive outcomes
• Talent for developing and implementing strategic marketing plans.
• Proven ability to manage multiple projects, set priorities and meet deadlines.
• Conflict resolution and negotiation skills
• Analytical thinking, problem solving and process engineering skills at a management level. Process mapping and workflow experience would be an asset.
• Achievement orientation, capacity for work, ability to work under pressure, flexibility to work extra hours to meet deadlines.
• Solid priority management and time management skills
• PC skills (Microsoft word, excel, PowerPoint)

PHYSICAL DEMANDS AND VISUAL ACUITY

• Burlington location with some travel involved to other centres and client partners.

Apply by email

 

Work Centre HTD Stockperson

(1 Part time position)

SUMMARY

In accordance with established procedures, standards and guidelines, the incumbent is responsible for handling of Home Terminal Devices at work centre locations including preliminary diagnostics of DCT’s and Modems, programming of DCTs, replenishment of Contractor, Technician and Storefront inventory and maintenance of device status within ITC.

KEY RESPONSIBILITIES

• Receives HTD equipment returned to work centre by Storefront, Contractors, Technicians and couriers (i.e. Purolator). Packages and arranges for shipment of HTD units to central facility as per established procedures. Maintains unit status in ITC system as required.
• Receives HTD equipment shipped from central facility and completes required receiving documentation.
• Issues HTD equipment to technicians and/or contractors as per established procedures.
• Ensures that all HTD equipment at work centre is securely stored as per established procedures.
• Maintains required records of HTD equipment assignments, shipments and receipts
• Monitors work centre inventory levels of batteries, hand units, modems and labels, alerting central facility staff to low inventory levels.
• Performs physical counts of HTD units as required and prepares associated summary reports.
• Maintains HTD and HTD storage area assigned in a neat and orderly fashion.
• Completes receiving and shipping of other goods as per local procedures.
• Performs other duties and projects as required.
• As part of their work, employees must take all necessary measures to ensure their own health & safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with alll Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• High school diploma required.
• Post secondary education a strong asset.

WORK EXPERIENCE

• 1-3 years experience in a similar role preferred.

SPECIFIC COMPETENCIES

• Basic knowledge of electronics and inventory procedures.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment. Working knowledge of MS Office application required (i.e. Word/Excel/Outlook).
• Demonstrated interpersonal skills with a winning customer service attitude
• Demonstrated interpersonal skills with a winning customer service attitude
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• General understanding of broadband, telecom, cable and internet industries is an asset.
• Flexibility required with respect to hours of work as business needs change
• Achievement orientation, capacity for work, ability to work under pressure, flexibility to work extra hours to meet deadlines.
• Solid priority management and time management skills
• PC skills (Microsoft word, excel, PowerPoint)

PHYSICAL DEMANDS AND VISUAL ACUITY

• The incumbent’s is required to lift, carry and move heavy boxes (min. 40 lbs) and assist in unloading trucks.

Apply by email

 

Customer Facing Technician

(1 Full time position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. it is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and service related work.

KEY RESPONSIBILITIES

• Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services. This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
• Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
• Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
• Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
• Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
• Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
• Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
• Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
• Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
• Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
• Performs other duties/tasks as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required
• A+ certification preferred.

WORK EXPERIENCE

• Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
• Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

• Mechanical aptitude required to complete required repairs and corrections.
• General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
• Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus
• Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
• Self motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.
• Flexibility required with respect to hours of work as business needs change

PHYSICAL DEMANDS AND VISUAL ACUITY

• Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
• Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
• Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
• Required to work in all weather conditions

Apply by email

 

Voice Specialist, Technical Support

(1 Full time position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for support of Cogeco’s commercial and residential voice services within the Operations environment. The Incumbent will work with field technicians, NOC/SOC, other Tech Support and Engineering technical staff of various disciplines, as support prime in the prevention and timely resolution of circuit, service and network outages.

KEY RESPONSIBILITIES

• Support the VoIP operations of a carrier class voice network and serve as the operations subject matter expert in voice switching, PSTN and TDM networks, IP-PBX systems, Managed Voice Services, including setup, installation and provisioning support of advanced voice offerings.
• Provide input and suggestions to improving all operational aspects, related to the network infrastructure carrying voice which could add value into increasing the quality of our voice service – end to end.
• Work with the broader team to ensure the integration of the Voice Environment within the Operations processes.
• Act as the NOC/SOC’s main point of contact for tech support of VoIP services advanced support.
• Will organize and produce weekly and monthly reporting and perform trend analysis to assist in the support of Voice Services.
• Communicate with Call Center staff as required.
• Updates trouble tickets and performs escalations as required by the NOC/SOC procedures.
• Provides input to and is a primary contributor to post mortem activities related to outages.
• Cross train members of NOC/SOC and Tech Support team to develop back up support as required to make sure knowledge is transferred.
• Will provide on-call escalation support and problem resolution before Engineering or the vendor is involved.
• Interact with the Network Engineering group (IP/Transport) for continuous maintenance and monitoring of the VoIP infrastructure as necessary.
• Communicate with and be part of the Network Operations team and assist as required with Engineering for Network and VoIP service evolution and associated tools.
• Project team member to receive new Technology and product introductions from Engineering/ Technology Development/ Product Development by determining the operational needs, designing and documenting associated operational processes.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs
• Will be an active member in Cable labs and SCTE to solicit industry best practices and operations support for Voice Services at Cogeco.

ACADEMIC TRAINING

• University degree in Computer Science, Engineering or relevant discipline required

WORK EXPERIENCE

• 8-10 years strong demonstrated experience in a Carrier Voice Operations, Maintenance, & installation environment with focus on TDM switching and Carrier VOIP 5-7 years experience in a telecommunications environment designing or operating a Carrier TDM PSTN network, familiar with class 5 switches, SS7, ISUP, Cisco BTS, Nortel DMS/CS2K or Lucent 5ess
• Experience with Packet Cable and SIP VOIP technologies, Cisco MGX, SBC’s and BTS Carrier VOIP network devices
• Experience with trunk turn-up and test procedures in TDM, VOIP environment
• Experience with IP and Gigabit Ethernet Transport Networking.
• Experience with TDM design, trunk configuration, and Digital Cross Connects
• Experience with interaction with Telco carrier providers
• Familiarity with traditional Class 5 phone switches and SS7 signaling networks
• Experience with signaling protocols on PSTN and VoIP environments – SIP and MGCP

SPECIFIC COMPETENCIES

• TDM, Carrier VOIP Telco background with Switch operation knowledge strongly desired
• Cisco BTS, Nortel DMS, CS2K,or Lucent 5ess, knowledge would be a definite asset
• SS7, ISUP, E911 knowledge would be a definite asset
• Translations and call routing knowledge would be a definite asset
• Business and operational knowledge of broadband technologies (High Speed Data, VoIP)
• Knowledge of DOCSIS protocol enabling support and assistance in advanced troubleshooting of customer and network based issues.
• Strong project management experience combined with excellent interpersonal and communications skills (verbal and written).
• Detail oriented with demonstrated technical documentation skills.
• Ability to establish good working relationships with others.
• Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
• Strong planning and troubleshooting skills. Ability to assess impact of decisions.
• Must have strong understanding of all Microsoft Office applications, including Visio and Project.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Ability to lift up to 25lbs required
• On call support and off hours/night maintenance required.
• Occasional travel may be required.

Apply by email

 

Outbound Solutions Sales Representative

(4 Full Time Positions)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent will direct dial the installed base utilizing a friendly relationship building approach with a primary purpose of up-selling customer to a service they do not have with Cogeco. Secondly, the incumbent will direct dial the unsold base with the purpose of creating an opportunity that can either be closed by themselves or in Partnership with BDAM in territory. The overall mandate is to achieve sales targets and maximize sales opportunities. The expectation of this position is that the Rep is agile, flexible and able to balance multiple skills at the same time achieving their multiple Sales KPI’s. Performance based compensation plan including base plus commissions

KEY RESPONSIBILITIES

• Proactively and strategically call into market base with a strong “Reason to Call” and leverage Cogeco’s market presence through compelling solution selling those results in new customer additions to the network. (40 to 60% of time )
• Proactively and strategically call into customer base with a strong “Reason to Call” and leverage Cogeco’s relationship through compelling solution selling that results in upgrades to customer s’ services.
• Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers; the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
• Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests including but not limited to Sales Force and ITC.
• Responsible for the seamless handoff off sales leads to BDAM’s that require F2F interaction for closing.
• Drive individual sales opportunities from qualification to closed won stage utilizing our sales force automation system for both upgrades and new customer acquisition.
• Assists with other departmental requests as required and performs special projects as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

• 1-3 years proven sales and customer service experience within an inside or outbound Sales environment required.
• Demonstrated knowledge of Cogeco Process and internal procedures
• Performance at a high standard and consistently meets all KPI expectations

SPECIFIC COMPETENCIES

• Have a thorough understanding of “sales” to a diverse customer base
• Demonstrate strong communication and presentation skills.
• Effectively work with a myriad of customers, both internal and external.
• Be Proficient in Microsoft Word, Excel, PowerPoint and shows the discipline and willingness to work with our proprietary web-based CRM package
• Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• General understanding of broadband, telecom, cable and internet industries is an asset.

Apply by email

 

Bilingual Outbound Solutions Sales Representative

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent will direct dial the installed base utilizing a friendly relationship building approach with a primary purpose of up-selling customer to a service they do not have with Cogeco. Secondly, the incumbent will direct dial the unsold base with the purpose of creating an opportunity that can either be closed by themselves or in Partnership with BDAM in territory. The overall mandate is to achieve sales targets and maximize sales opportunities. The expectation of this position is that the Rep is agile, flexible and able to balance multiple skills at the same time achieving their multiple Sales KPI’s. Performance based compensation plan including base plus commissions

KEY RESPONSIBILITIES

• Proactively and strategically call into market base with a strong “Reason to Call” and leverage Cogeco’s market presence through compelling solution selling those results in new customer additions to the network. (40 to 60% of time )
• Proactively and strategically call into customer base with a strong “Reason to Call” and leverage Cogeco’s relationship through compelling solution selling that results in upgrades to customer s’ services.
• Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their services.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers; the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
• Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests including but not limited to Sales Force and ITC.
• Responsible for the seamless handoff off sales leads to BDAM’s that require F2F interaction for closing.
• Drive individual sales opportunities from qualification to closed won stage utilizing our sales force automation system for both upgrades and new customer acquisition.
• Assists with other departmental requests as required and performs special projects as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

• 1-3 years proven sales and customer service experience within an inside or outbound Sales environment required.
• Demonstrated knowledge of Cogeco Process and internal procedures
• Performance at a high standard and consistently meets all KPI expectations

SPECIFIC COMPETENCIES

• Have a thorough understanding of “sales” to a diverse customer base
• Demonstrate strong communication and presentation skills.
• Effectively work with a myriad of customers, both internal and external.
• Be Proficient in Microsoft Word, Excel, PowerPoint and shows the discipline and willingness to work with our proprietary web-based CRM package
• Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• General understanding of broadband, telecom, cable and internet industries is an asset.

Apply by email

 

Credit & Collections Representatives

(Full time position)

SUMMARY

In accordance with established procedures, policies, code of ethics and available resources, the incumbent is responsible for the proactive and timely collection of delinquent accounts and the effective application of the credit and collections treatments managed through the Collection Department for all Ontario systems.

KEY RESPONSIBILITIES

• Makes routine outbound/inbound telephone calls to delinquent customers using auto dialer or dialling manually. Asks for payment commitment of outstanding balance and negotiates with the customer to obtain total amount due. Works with customer to determine solutions to resolve delinquency.
• Review, analyze, and determines course of action to resolve delinquent status.
• Investigate discrepancies on accounts and details proposed actions, promises, proposals with follow-up dates duly noted and followed to manage credit exposure.
• Ensures account information is current and executes follow up to confirm pay arrangements are respected.
• Approves/denies and recommends payment arrangement requests generated by all customer contact channels that fall outside policy.
• May deactivate/suspend/activate equipment.
• Assumes all other tasks and duties as related to Credit and Collection as per business needs, agents may be asked to cross train for additional skills to assist teams with back up if needed. The expectation of this position is agents are flexible and able to balance multiple skills at the same time maintaining their expected key performance indicators.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer and company needs.

ACADEMIC TRAINING

• College Diploma or equivalent education & experience required.

WORK EXPERIENCE

• 2 – 3 years relevant experience in customer service and/or collections/credit environment where you were required to “own” and “work” accounts to ensure payment.
• Previous experience and knowledge of using auto dialer
• Proficient with Microsoft Office (Excel, Outlook, Word) and Windows environment. Proficiency in Access and other computer application is an asset.
• Sound knowledge of accounting principles and procedures
• Prior experience and knowledge of ITC other Collection systems preferred.

SPECIFIC COMPETENCIES

• Excellent communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Strong interpersonal skills with a winning customer service attitude, professional demeanour and phone etiquette.
• Politely assertive, thrives on negotiation and customer interaction.
• Superior judgement and problem-solving skills.
• Results oriented and excels in bringing in payments.
• Excellent organization skills – with ability to handle a large volume of accounts in a fast-paced deadline oriented environment
• Strong organizational and analytical skills. Detailed oriented and able to analyze and troubleshoot account issues.
• Self-motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work
• Team player and “can do” positive attitude. Open to change with a learning attitude towards work.
• General understanding of broadband, telecom, cable and internet industries is an asset.
• Flexibility to work extended hours and Saturdays as required.
• Flexibility required with respect to hours of work as business needs change

Apply by email

 

Manager, Credit and Collection

(Full time position)

SUMMARY

Responsible for the overall operations and management of payment processing activities and credit/collection activities to ensure opportunities are maximized within the most cost effective means in Ontario while ensuring that optimal level of customer service is provided. Oversees the relationship with Outsourcers, Collection Agencies and Non pay Contractors in the field.

KEY RESPONSIBILITIES

• Manage cash management and collection activities for the Ontario Region.
• Manages and develops supervisors’ performance and development plans with a focus on delivery of best practices, mentoring quality customer service and operational efficiency through coaching. Recommends and implements changes to improve departmental, team and individual performance.
• Prepares and manages departmental operating and capital budgets and operates within established budgets.
• Assists in the development of long-term staffing plans and ensures that internal quality standards are met.
• Provide a work environment that allows for development and is characterized by: open and honest communication, integrity, trust, innovation, equity, mutual respect and being accessible to direct report and staff.
• Develops credit/collection strategies to reduce bad debt expenses and expedite payments and receivables for all Cogeco divisions.
• Analyzes results/activity reports to identify strengths and weaknesses. Incorporates all the information into applicable action plans and strategies and inventory management including equipment hardware.
• Assist in the development and execution of long-term business plans and initiatives.
• Conducts regular meeting with Supervisors and staff for updates, direction and strategies. Encouraging participatory decision making on key strategic initiatives. Maintains a willingness to innovate and take reasonable risk that is in line with the business strategies.
• Development of a training program for our collectors group, coach our supervisory team in developing specific collection strategies to maximize our spead dialer application.
• Review and improve the collection workflow in Latitude (collection software) to maximize the effectiveness of the application.
• Be pro-active in all area of our collection activities (internally and externally) in order to meet our monthly objectives.
• Oversees payment processing received by multiple channels, PAC, Credit Card, ATM, EDI, Tel/net, cheque, cash, retail front counter ensuring that payments, account adjustments and customer refunds are processed accurately and per company policies.
• Negotiate and recommend Agency Partners. Liaises with Online Credit Card, and National Bank (Processing Centre) vendors, and manage vendor relationships and relocation of work flow with Outsourcer for inbound/outbound collection calls, prescrub of disconnected accounts, 3 Non pay contractors province wide, and various 1st, 2nd and 3rd Assign Collection Agencies.
• Liaise with various members of the organization to provide feedback and address issues with respect to Collection and Cash Management.
• Develops a strategy to measure and maintain a positive and fair work environment through effective communication at all levels as measured by employee satisfaction surveys.
• Performs other duties as required.
• Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
• As part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College Diploma in relevant discipline required.
• University degree in Commerce, Finance or relevant discipline preferred.

WORK EXPERIENCE

• 8+ years of managerial experience in collection and risk management, cash management and general administration required.

SPECIFIC COMPETENCIES

• Microsoft office : Word, Excel, Power Point, Outlook.
• Proven leadership skills with managerial experience in coaching, planning and performance management in credit and collection.
• Proven communication (spoken and written), negotiation, facilitation, change management and relationship development skills.
• Keen analytical skills and attention to detail.
• Strong competency in managing a speed dialer in a collection environment.

Apply by email

 

Customer Facing Technician (CFT)

(Full time position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. it is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and service related work.

KEY RESPONSIBILITIES

• Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services.  This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
• Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
• Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
• Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
• Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
• Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
• Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
• Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
• Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
• Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
• Performs other duties/tasks as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required
• A+ certification preferred.

WORK EXPERIENCE

• Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
• Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

• Mechanical aptitude required to complete required repairs and corrections.
• General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
• Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus.
• Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
• Self motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and edir_sales_2ligibility to drive Cogeco vehicles.
• Flexibility required with respect to hours of work as business needs change.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
• Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
• Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
• Required to work in all weather conditions.

Apply by email

 

Customer Facing Technician (CFT)

(Full time position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. it is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and service related work.

KEY RESPONSIBILITIES

• Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services.  This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
• Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
• Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
• Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
• Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
• Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
• Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
• Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
• Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
• Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
• Performs other duties/tasks as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required
• A+ certification preferred.

WORK EXPERIENCE

• Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
• Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

• Mechanical aptitude required to complete required repairs and corrections.
• General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
• Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus.
• Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
• Self motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.
• Flexibility required with respect to hours of work as business needs change.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
• Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
• Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
• Required to work in all weather conditions.

Apply by email

 

Customer Facing Technician (CFT)

(Full time position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for installing, operating and maintaining all products and aspects of the network including drop, plant, and associated equipment to Cogeco and Industry Canada standards and to the customer’s satisfaction. it is expected all work functions are performed in a manner to ensure the highest level of quality customer service is achieved. This consists of, but is not limited to; installation calls including connections, adds, moves, changes and deletions of services, and service related work.

KEY RESPONSIBILITIES

• Performs installations, connections, service additions and disconnections of all Cogeco services. Tests, installs, troubleshoots and repairs advanced services.  This includes responding to service calls initiated by customers or the NOC and resolving issues with other departments if necessary.
• Performs service and repair work from multi-tap to customer premise equipment in a safe and controlled manner.
• Performs, but not limited to, multiline phone installations, change of service and disconnects following Cogeco approved methods. Educates customers on the correct use of all related Cogeco products and services.
• Building and fostering positive relationships with all customers, identifying their needs and responding in a timely manner with the utmost professionalism.
• Highlights and up sells the features and benefits of Cogeco products/services; motivate customers to choose Cogeco as their exclusive service provider. Strives to retain customers wishing to cancel or downgrade their services.
• Operates and understands the use of test equipment related to 2-way services coaxial and fibre systems including, signal level meters and leakage monitors, etc.
• Performs various administrative duties such as completing and maintaining accurate system records, activity reports and support documentation.
• Ensures the vehicle, test equipment and other assigned tools and equipment are maintained in excellent condition.
• Escalates issues as required to appropriate Cogeco department or supplier and ensures follow-up of outstanding issues.
• Attends Cogeco and Industry training and developmental events to maintain technical skills and knowledge. Provides reports on such activity.
• Performs other duties/tasks as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general.  They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• College diploma in Electronics, preferably to the Technician or Technologist level or combination of equivalent education and experience required
• A+ certification preferred.

WORK EXPERIENCE

• Minimum of 1 to 3 years experience in CATV System or relevant experience in the telecom industry preferred.
• Installation experience with interconnect company or VoIP key system installation would be an asset

SPECIFIC COMPETENCIES

• Mechanical aptitude required to complete required repairs and corrections.
• General understanding of broadband, cable telecommunications or Internet industries and technology preferred.
• Knowledge of and demonstrated experience in working with HFC Networks, Telephony, PSTN and PBX environments and troubleshooting techniques preferred.
• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Strong interpersonal and customer service focus.
• Must be people and team oriented and have demonstrated ability to communicate clearly, verbally and in writing.
• Superior organizational and analytical skills with the ability to independently manage multiple priorities.
• Must be PC literate, and must have good working knowledge of Internet and MS Office applications (e.g.: Outlook, Word, Excel, and Access).
• Self motivated and able to work independently and take initiative in identifying and resolving problems.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.
• Flexibility required with respect to hours of work as business needs change.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Frequently required to lift up to 70 lbs and work on fibreglass extension ladders, operate hand and power tools and electronic test equipment.
• Must satisfy the visual acuity test requirements (ie: depth perception, colour, distance and peripheral vision).
• Required to move racks, lift/bend/climb/crawl to install equipment, pull wires through ceilings and ducts, install wiring and climb ladders.
• Required to work in all weather conditions.

Apply by email

 

Work Centre HTD Stockperson

(Temporary Part Time Position)

SUMMARY

In accordance with established procedures, standards and guidelines, the incumbent is responsible for handling of Home Terminal Devices at work centre locations including preliminary diagnostics of DCT’s and Modems, programming of DCTs, replenishment of Contractor, Technician and Storefront inventory and maintenance of device status within ITC.

KEY RESPONSIBILITIES

• Receives HTD equipment returned to work centre by Storefront, Contractors, Technicians and couriers (i.e. Purolator). Packages and arranges for shipment of HTD units to central facility as per established procedures. Maintains unit status in ITC system as required.
• Receives HTD equipment shipped from central facility and completes required receiving documentation.
• Issues HTD equipment to technicians and/or contractors as per established procedures.
• Ensures that all HTD equipment at work centre is securely stored as per established procedures.
• Maintains required records of HTD equipment assignments, shipments and receipts.
• Monitors work centre inventory levels of batteries, hand units, modems and labels, alerting central facility staff to low inventory levels.
• Performs physical counts of HTD units as required and prepares associated summary reports.
• Maintains HTD and HTD storage area assigned in a neat and orderly fashion.
• Completes receiving and shipping of other goods as per local procedures.
• Performs other duties and projects as required.
• As part of their work, employees must take all necessary measures to ensure their own health & safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with alll Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• High school diploma required.
• Post secondary education a strong asset.

WORK EXPERIENCE

• 1-3 years experience in a similar role preferred.

SPECIFIC COMPETENCIES

• Basic knowledge of electronics and inventory procedures.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment. Working knowledge of MS Office application required (i.e. Word/Excel/Outlook).
• Demonstrated interpersonal skills with a winning customer service attitude.
• Detail oriented with the ability to analyze and troubleshoot issues within prescribed timelines.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• General understanding of broadband, telecom, cable and internet industries is an asset.
• Flexibility required with respect to hours of work as business needs change.
• Valid Ontario driver’s license and eligibility to drive Cogeco vehicles.

PHYSICAL DEMANDS AND VISUAL ACUITY

• The incumbent’s is required to lift, carry and move heavy boxes (min. 40 lbs) and assist in unloading trucks.

Apply by email

 

Technical Contact Representative

(15 full time positions)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for handling incoming calls from all Cogeco systems in a timely and professional manner and providing first level technical support for CATV subscribers. Mandate is to provide technical support, resolve customer issues, and ensure an optimal level of quality customer service.

KEY RESPONSIBILITIES

• Provides first level technical support for all Cogeco CATV products (e.g. Analogue / Digital TV ) and answers other types of inbound customer inquiries for all systems. Offers customized solutions and options while responding to questions or problems that are raised by the customer.
• Troubleshoots and resolves technical issues using established diagnostics tools and procedures. Escalates customer issues as required.
• Responsible for accurate data input using prescribed applications and processes for all customers’ add, move, and change requests.
• Analyses customer requests for locates, burials and service calls and takes appropriate action. Identifies area-wide service interruptions for all locations and alerts appropriate staff in a timely manner.
• Resolves billing inquiries and service discrepancies. Credits and debits customer accounts. Initiates customer refunds for all systems and submits to supervisor for approval.
• Highlights the features and benefits of cable television and broadband services by confidently handling competitive issues with an approach that will incite customers to choose Cogeco as their exclusive service provider. Make all required efforts to retain customers that express their intent to cancel their subscription or down their services.
• Assists with other departmental requests as required and performs special projects as assigned.
• As part of their work, employee must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• High School Diploma required.
• Post secondary education an asset

WORK EXPERIENCE

• 1-3 years business experience
• Previous experience in customer service, preferably in a call centre environment.
• Previous experience providing 1st level technical troubleshooting support in a help desk or call centre environment is preferred.

SPECIFIC COMPETENCIES

• Demonstrated knowledge of Browser settings (Internet Explorer) and e-mail (Outlook Express).
• Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette.
• Strong troubleshooting skills. Detail oriented with the ability to analyze and resolve customer issues.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Prior telephone service/technical troubleshooting experience and basic billing knowledge are an asset.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
• General understanding of broadband, telecom, cable and internet industries is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

• n/a

Apply by email

 

Storefront Sales Representative

(2 Part Time Positions)

SUMMARY

In accordance with established policies, procedures and service principles, the incumbent is responsible for promoting and selling products and services offered by the Company so as to bring current and potential customers to select Cogeco as their sole supplier of home Cable TV, Internet and Telephony services over any other competitor. The incumbent places a major focus on providing efficient and friendly service to customers who visit the Cogeco storefront. The duties include but are not limited to: actively promoting Company products and services at every opportunity, identifying sales opportunities, and providing an optimal level of professional service to all customers regarding billing, sales, equipment rental and general inquiries.

KEY RESPONSIBILITIES

• Actively promotes Cogeco products & services. Effectively interacts with customers regarding billing inquiries, equipment problems, etc.; carefully listens to current and prospective customers’ requests; and escalates issues as required. Provides professional services and solutions to meet customer needs. Schedules and inputs order requests.
• Delivers outstanding customer services that will entice customers to select Cogeco as their sole supplier of choice for Cable TV and Internet services. Highlights the advantages of cable television and Internet access services.
• Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service. Is upfront in all his/her dealings with customers. Is proactive, sincere and empathetic when responding to customers’ questions or issues.
• Issues and accepts return of equipment. Manually completes work orders and files same daily, inputting into ITC. Inputs notations on customer accounts for collections.
• Processes customer payments for equipment and services in accordance with existing Cogeco policy, which may include credit or debit card, or PAP methods. Resolves problems related to PAP requests from customers and banking institutions.
• Processes system-wide refunds. Confirms accurate totals with Cogeco processed cheques. Processes stale-dated cheques. Files and matches manual refunds.
• Performs other duties and/or projects as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• High School Diploma required. Post secondary education a strong asset.

WORK EXPERIENCE

• Minimum 1-2 years customer service and retail sales experience.

SPECIFIC COMPETENCIES

• Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Solid interpersonal skills and customer focus. As an ambassador of Cogeco, demonstrates a high level of professionalism (i.e. demeanour, presentation) and a winning customer service attitude.
• Highly organized and detail oriented with the ability to identify, analyze, troubleshoot, resolve and/or escalate customer inquiries or issues.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Basic accounting knowledge is an asset.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
• Prior experience and knowledge of ITC system an asset.
• General understanding of cable, Internet and telecom industries is an asset.
• Flexibility required with respect to hours of work as business needs change

PHYSICAL DEMANDS AND VISUAL ACUITY

• Considerable amount of time standing and regular lifting (20 60 lbs) is required.

Apply by email

 

IP Network Architect

(1 Full Time Position)

SUMMARY

In accordance with established policies, procedures and guidelines, provides hands-on expertise on proof of concept testing, network planning, engineering design and implementation of IP technologies to be deployed on Cogeco’s IP Network Infrastructure while minimizing costs, maximizing efficiencies, insuring scalability, and following configuration policies. Support and improves processes between Engineering and Technical Operations. Leads conceptual testing on overall IP Network architecture and provides recommendations on technology selection. Delivers presentations to technical and non-technical audience.

KEY RESPONSIBILITIES

• Responsible for the overall IP Network capacity management and planning, reporting, cost modeling, performance planning, vendor management, development and documentation of processes to support growth and operations of the network as well as new services design/implementations.
• Subject matter expert on evaluating, testing, deploying IP technologies as well as developing and following policies and procedures for implementation and maintenance of the IP public and private networks.
• Subject Matter Expert of all IP network pre and post engineering development supporting residential, commercial and Datacom services.
• Working closely with the Network engineering team as well as the internal customers, when applicable.
• Responsible for architecting IP technology solutions such as MPLS, performing proof of concept testing, integrating solutions and presenting options to upper management. , Participates in capital planning, budget planning and develops Capital Requests.
• Leads all IP engineering related technology assessment and implementations, proposes options, makes presentations on options to other Engineering team members and develops and tests scalable solutions.
• Issue appropriate Engineering documentation when network changes, extensions or new technologies are being deployed; i.e. HL and DL design, among others.
• Responsible for implementation and maintenance work flow processes are developed and maintained, according to standards and handed over to Technical Operations on time.
• Responsible to capacity manage all transit, peering connections.
• Responsible for maintaining and updating all routing protocols in the IP Network.
• Works in conjunction with the CMTS, Optical and Datacom Service Delivery team on, IP Backbone network requirements, design and implementations.
• Provides input on continuous improvement of work flow processes with Operations and updates policies and implementation processes as network requirements and technologies evolve. Issues work orders and trains the Technical Operations team on new technology deployments and implementations.
• Supports the teams on any IP related issue and champions new IP Network application development for residential, commercial and datacom customers.
• Resolves help desk tickets assigned to the IP team, and Engineer 2d and 3d tier support for IP related network issues. On call support required.
• Strong interaction and team work with the CMTS, Optical/Transport network teams to develop integrated work flow procedures, configuration and maintenance policies and to insure continuous overall network availability/reliability improvements and reporting based on service requirements.
• Strong interaction and team work with the Systems Engineering and Business Services team on project/tool development and Reporting requirements.
• Create, maintain, update and audit IP network documentation following “Document Repository” documentation procedures.
• Communicate and interact with NOC and Call Center staff to understand and classify network problems for short and long term resolution.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• University degree in Computer Engineering or Electrical Engineering or relevant discipline required.

WORK EXPERIENCE

• 8 to 10 years of relevant experience.
• CCIE designation desirable. Must have a good knowledge of Cisco routing technologies and Network design.
• 5 years experience dealing with Internet/telecommunications technologies. Technology experience should include TPC/IP, IGP's (i.e. OSPF), EGP's (i.e. BGP), LAN, switch, bridging and routing protocols. Cisco Network certifications will be a plus.

SPECIFIC COMPETENCIES

• Excellent presentation and interpersonal skills.
• Business and operational knowledge of broadband technologies (High Speed Data, VoIP).
• Understanding of IP applications such as DNS, SNMP, FTP, HTTP, DHCP.
• Experience with operating systems Unix, database administration (Oracle) and programming experience in NT and Unix environment would be an asset.
• Good knowledge of DOCSIS standards.
• Knowledge of SONET, ATM, and VPN would also be an asset.
• Must possess excellent organizational and analytical skills.
• Strong project management experience combined with excellent interpersonal and communications skills (verbal and written).
• Detail oriented with demonstrated technical documentation skills.
• Ability to establish good working relationships with others.
• Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
• Strong planning and troubleshooting skills. Ability to assess impact of decisions.
• Must have strong understanding of all Microsoft Office applications, including Visio and Project.

PHYSICAL DEMANDS AND VISUAL ACUITY

• N/A

Apply by email

 

CPE Network Specialist

(2 Full Time Positions)

SUMMARY

In accordance with the established procedures, policies, standards and available tools, the incumbent is responsible for testing, evaluating, planning and configuring customer premise equipment (CPE) used to providing IP Services and/or network access/management functionality. It includes the internal wiring environment which integrates into Cogeco Digital Telephony service and video offering for multi dwelling units and customer homes.

KEY RESPONSIBILITIES

• Responsible for planning, implementing, maintaining all hardware, software and internal wiring environment deployed within a customer’s home. This includes, but is not limited to :
  • Cable Modems/Routers.
  • Embedded Media Terminal Adaptors.
  • Firewalls (software and hardware based).
  • Media Termination Adaptors (MTA).
  • Voice CPE equipment for Commercial Solutions.
  • Transponders.
  • Wireless Access Points.
  • Set Top Boxes.
  • Gateways for IPTV and other applications.
  • Others as technology evolves
• Responsible for the testing and qualification process of all CPE related devices, including software configuration.
• Responsible for software engineering of all CPE devices such as :
  • Firmware version control.
  • Firmware deployment.
  • Firmware testing and documentation
• Responsible for vendor engineering technical relations with all CPE vendors such as:
  • Bug tracking and control ii).
  • Software release tracking and control.
  • Quarterly vendor performance reporting.
• Responsible for working as a key member of the technology roadmap and integration team. Projects and tools such but not limited to:
  • User level diagnostics.
  • Usage collection and analysis.
  • Performance management tools.
  • DOCSIS/CABLEHOME/PACKETCABLE evolution.
  • PACKETCABLE evolution.
• Responsible for the Issuance and continuous Maintenance of Test and Certification Processes as it relates to the qualification of the CPE devices and of the internal wiring specifications.
• Responsible for the definition of the internal wiring specifications as it integrates into Cogeco’s Digital Phone Service Offering for MDUs and Customer Homes. This includes but not limited to:
  • Product/design evaluation and testing.
  • Guideline and Operating Process definition.
  • Documentation and hand off to Operations
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• University degree in relevant discipline required.
• Professional Engineer, active member of the Professional Engineers Ontario and able to practice in Ontario would be an asset.

WORK EXPERIENCE

• Minimum of 10 years relevant experience with 3-5 years detailed knowledge and hands on experience engineering DOCSIS cable modems.

SPECIFIC COMPETENCIES

• Must have strong operational level understanding of personal computers and operating systems.
• Must have strong operational level understanding of UNIX (Solaris, BSD) and Linux.
• Must have detailed understanding of Internet Protocol.
• Must have operational knowledge of Cisco routers and networking.
• Excellent written and verbal communication / presentation skills combined with demonstrated documentation skills.
• Ability to establish good working relationships with peers and others departments combined with a strong customer focus.
• Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment. Ability to effectively manage change.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
• Strong planning and troubleshooting skills with the ability to “think outside the box” and see the “big picture” impact of decisions/actions.
• Open to change, with a learning attitude towards work, teams and customer service. Promotes quality work.
• Valid Ontario Drivers License.
• Must have strong understanding of all Microsoft Office applications, including Visio and Project.

PHYSICAL DEMANDS AND VISUAL ACUITY

• N/A

Apply by email

 

Order Assembly & Fulfilment

(2 Full Time Positions)

SUMMARY

In accordance with established procedures, standards and guidelines, the incumbent is responsible for the kitting of equipment in preparation for distribution to Cogeco’s customers, retailers, and regional storefronts as defined by a Bill of Materials.

KEY RESPONSIBILITIES

• Represents the company in a professional ethical manner and maintains positive working relationships.
• Supports Cogeco’s Health & Safety policies and procedures.
• Safeguards HTD & HTD warehouse operations and contents by complying with security procedures and protocol.
• Ensures that test equipment and other assigned tools and equipment are maintained in excellent condition.
• Efficiently and accurately assembles packaging, inserts, equipment, accessories, and literature, applies required labelling.
• Efficiently and accurately fulfils Technician, Contractor and Storefront orders including digital boxes, modems, digital phones, routers and literature.
• Scans HTD Rental Kits to add them to the Kitting database.
• Scans distribution of Kitted equipment to Storefront and 3rd Party Retailers.
• Based on established standards, performs final visual check on equipment aesthetics prior to kitting.
• Operates shrink wrapper and may operate pallet truck.
• Maintains accurate and updated statistics of activity by date and model.
• Disposes of corrugate and empties the work station garbage bins.
• Ensures and maintains a clean and organized work area to meet volume targets and safety standards.
• The incumbent is at all times fully aware that the proper execution of his/her work supports the ultimate goal of providing excellent service to current and potential customers.
• Performs other duties and projects as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• High school diploma required

WORK EXPERIENCE

• At least 6 months experience in a similar role preferred.
• Prior work experience in an assembly or order picking environment preferred.
• Prior experience operating a Bar Code Scanner and Pallet Walkie preferred.

SPECIFIC COMPETENCIES

• Demonstrated knowledge and commitment to following and encouraging safe work practices.
• Familiarity with PCs and MS Office application and demonstrated navigation abilities within a Windows environment is an asset.
• Demonstrated interpersonal skills. Strong Customer and quality focus.
• Detail oriented with the ability to analyze and troubleshoot issues within prescribed timelines.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• General understanding of broadband, telecom, cable and internet industries is an asset.
• Tow motor license is desirable.
• Ability to work flexible shifts including evenings, weekends, and statutory holidays.
• Flexibility required with respect to hours of work as business needs change.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Physical Effort: The incumbent’s is required to lift, carry and move heavy boxes (at least 40 lbs) and may assist in unloading trucks. Some time spent working on a computer entering data.
• Physical Environment: Warehouse environments. Must be available to work modified and alternating shifts.

Apply by email

 

Project manager

(1 Full Time Position)

SUMMARY

The Project manager is responsible for providing clear project guidance in business processes automation and to the project team under supervision. The incumbent excels in the capacity of managing medium size projects within the constraints of scope, quality, time and cost, to deliver specific requirements and meet customer satisfaction. In doing so, the incumbent plays a key role in support of business cases and projects through his expertise in the assigned business areas. The Project manager will also elicit, analyze, specify, and validate the business needs of project stakeholders, be they customers or end-users. This includes interviewing stakeholders and gathering and compiling user requirements to convey to development teams throughout the software lifecycle. This individual will also apply proven, communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to specifications and help maximize the benefit of IT system investments.

• Liaise with project’s sponsor and facilitate communication as appropriate to all stakeholders (Status reports).
• Ensure all project requirements are and/or objectives are properly documented and vigorously pursued.
• Establish or confirm guidelines applicable to the project.
• Coordinate assigned project team members, ensure timely activity, integration and efficient use of time and resources to meet requirements.
• Skilled and experienced in business requirements gathering and analysis, and familiar with all phases of the system development lifecycle.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Provide business leadership.
• Manage the day to day operations of a small number of IT professionals (Activity sheet, appraisals, etc.).
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Perform project/problem resolution.
• Complete initial analysis for various customer requests, document and/or analyze business requirements, prepare cost estimates and proposals, design and develop solutions, and do quality assurance of the development process.
• Develop detailed functional, system and program specifications required for the implementation of business process changes or improvements, data analysis and the creation of reports.
• Produce process models and workflows, diagrams and data models.
• Design logical database structures.
• Lead high-level design walkthroughs.
• Coordinate and facilitate requirements gathering sessions in an effort to elicit and document business system requirements.
• Document test plans.
• Develop test cases and execute test scripts.
• Documents technical specifications.
• Produce analysis and design documents.
• Produce project plans and schedules for application systems development efforts for small and medium size projects.
• Produce Project Management deliverables.
• Liaison with software vendors for issues resolution.
• Act independently as the IT SME for business projects and/or new product initiatives assessing impacts on IT systems and processes.
• Perform other duties as assigned.

ESSENTIAL QUALIFICATIONS

• University Degree (Bachelor minimum)
• Minimum of 8 – 10 years experience in Information Technology in all phases of the systems development lifecycle.
• Minimum of five (5) years experience in managing business processes automation projects.
• Minimum of five (5) years experience in systems analysis including requirements definition, feasibility studies, cost estimates, proposals, design, development, quality assurance, user acceptance testing and implementation.
• Minimum of three (3) years experience in managing a team of skilled IT professionals.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
• Project Management proficiency
• Exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems
• Possesses understanding in the areas of application programming, database and system design
• Knowledge of the telecommunications industry
• Excellent oral and written communication skills
• Excellent interpersonal, communication and organizational skills.
• Effective analytical and planning skills.
• PMP certification an asset.
• Bilingual

Apply by email

 

Business Development Manager

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for executing direct sales strategies to meet and/or exceed set acquisition targets for Business High Speed Internet and Commercial Phone service customers. The incumbent is expected to sell and deliver Cogeco’s products and services in a timely and professional manner while resolving customer issues, maximizing building penetration/revenues, and ensuring an optimal level of quality customer service. In addition, this position will be responsible for maintaining existing business and increase penetration of these accounts while establishing new accounts for our products in the assigned territory.

KEY RESPONSIBILITIES

• Responsible for sales in assigned area(s); including initiating contracts, generating and following up on leads, conducting sales demos/presentations, building/maintaining relationships, identifying the needs of prospective customers and closing the sale within agreed timeframes and quality standards within the Small/Medium Business marketplace.
• Cultivate and maintain relationships with commercial contacts ensuring strong business relationships through active participation in Chamber of Commerces, Business Associations and other business networking opportunities.
• Responsible for gathering information, developing and executing creative approaches to acquire customers for Cogeco’s Business High Speed Internet Access and our Commercial Phone services.
• Responsible to develop and execute presentations for seminars, workshops and other group selling opportunities.
• Responsible for achieving and exceeding sales targets.
• Develops new business opportunities including new customer prospects and cold calling.
• Responsible for the submission and accuracy of all necessary sales activity reporting.
• Assists with other departmental requests as required and performs special projects or other duties as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

AC ADEMIC TRAINING

• College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

• Minimum of 2-5 years sales experience is required with a working knowledge of sales cycle and demonstrated up-selling skills, preferably in a communications environment. Must have proven experience in varied and complex selling situations.

SPECIFIC COMPETENCIES

• Excellent negotiation and influencing skills with potential sales leadership qualities.
• Working knowledge of Windows 95/98/2000/NT/XP. Experience with LANs, WANs and network implementation.
• Understanding of VPN technologies an asset.
• Highly motivated, performance driven with the ability to work under pressure.
• Detail oriented with the ability to analyze and identify sales opportunities, troubleshoot and resolve customer issues.
• Strong listening and communication (verbal/written) skills.
• Demonstrated interpersonal skills with a winning professional customer service attitude.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Valid Ontario Driver’s licence
• General understanding of broadband, telecom, cable and internet industries is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Extensive travel.

Apply by email

 

Business Development Manager

(1 Full Time Position)

SUMMARY

In accordance with established procedures, policies and available tools, the incumbent is responsible for executing direct sales strategies to meet and/or exceed set acquisition targets for Business High Speed Internet and Commercial Phone service customers. The incumbent is expected to sell and deliver Cogeco’s products and services in a timely and professional manner while resolving customer issues, maximizing building penetration/revenues, and ensuring an optimal level of quality customer service. In addition, this position will be responsible for maintaining existing business and increase penetration of these accounts while establishing new accounts for our products in the assigned territory.

KEY RESPONSIBILITIES

• Responsible for sales in assigned area(s); including initiating contracts, generating and following up on leads, conducting sales demos/presentations, building/maintaining relationships, identifying the needs of prospective customers and closing the sale within agreed timeframes and quality standards within the Small/Medium Business marketplace.
• Cultivate and maintain relationships with commercial contacts ensuring strong business relationships through active participation in Chamber of Commerces, Business Associations and other business networking opportunities.
• Responsible for gathering information, developing and executing creative approaches to acquire customers for Cogeco’s Business High Speed Internet Access and our Commercial Phone services.
• Responsible to develop and execute presentations for seminars, workshops and other group selling opportunities.
• Responsible for achieving and exceeding sales targets.
• Develops new business opportunities including new customer prospects and cold calling.
• Responsible for the submission and accuracy of all necessary sales activity reporting.
• Assists with other departmental requests as required and performs special projects or other duties as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

AC ADEMIC TRAINING

• College Diploma or combination of equivalent education and work experience required.

WORK EXPERIENCE

• Minimum of 2-5 years sales experience is required with a working knowledge of sales cycle and demonstrated up-selling skills, preferably in a communications environment. Must have proven experience in varied and complex selling situations.

SPECIFIC COMPETENCIES

• Excellent negotiation and influencing skills with potential sales leadership qualities.
• Working knowledge of Windows 95/98/2000/NT/XP. Experience with LANs, WANs and network implementation.
• Understanding of VPN technologies an asset.
• Highly motivated, performance driven with the ability to work under pressure.
• Detail oriented with the ability to analyze and identify sales opportunities, troubleshoot and resolve customer issues.
• Strong listening and communication (verbal/written) skills.
• Demonstrated interpersonal skills with a winning professional customer service attitude.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Valid Ontario Driver’s licence
• General understanding of broadband, telecom, cable and internet industries is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

• Extensive travel.

Apply by email

 

Project manager

(1 Full Time Position)

SUMMARY

The Project manager is responsible for providing clear project guidance in business processes automation and to the project team under supervision. The incumbent excels in the capacity of managing medium size projects within the constraints of scope, quality, time and cost, to deliver specific requirements and meet customer satisfaction. In doing so, the incumbent plays a key role in support of business cases and projects through his expertise in the assigned business areas. The Project manager will also elicit, analyze, specify, and validate the business needs of project stakeholders, be they customers or end-users. This includes interviewing stakeholders and gathering and compiling user requirements to convey to development teams throughout the software lifecycle. This individual will also apply proven, communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to specifications and help maximize the benefit of IT system investments.

• Liaise with project’s sponsor and facilitate communication as appropriate to all stakeholders (Status reports).
• Ensure all project requirements are and/or objectives are properly documented and vigorously pursued.
• Establish or confirm guidelines applicable to the project.
• Coordinate assigned project team members, ensure timely activity, integration and efficient use of time and resources to meet requirements.
• Skilled and experienced in business requirements gathering and analysis, and familiar with all phases of the system development lifecycle.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Provide business leadership.
• Manage the day to day operations of a small number of IT professionals (Activity sheet, appraisals, etc.).
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Perform project/problem resolution.
• Complete initial analysis for various customer requests, document and/or analyze business requirements, prepare cost estimates and proposals, design and develop solutions, and do quality assurance of the development process.
• Develop detailed functional, system and program specifications required for the implementation of business process changes or improvements, data analysis and the creation of reports.
• Produce process models and workflows, diagrams and data models.
• Design logical database structures.
• Lead high-level design walkthroughs.
• Coordinate and facilitate requirements gathering sessions in an effort to elicit and document business system requirements.
• Document test plans.
• Develop test cases and execute test scripts.
• Documents technical specifications.
• Produce analysis and design documents.
• Produce project plans and schedules for application systems development efforts for small and medium size projects.
• Produce Project Management deliverables.
• Liaison with software vendors for issues resolution.
• Act independently as the IT SME for business projects and/or new product initiatives assessing impacts on IT systems and processes.
• Perform other duties as assigned.

ESSENTIAL QUALIFICATIONS

• University Degree (Bachelor minimum)
• Minimum of 8 – 10 years experience in Information Technology in all phases of the systems development lifecycle.
• Minimum of five (5) years experience in managing business processes automation projects.
• Minimum of five (5) years experience in systems analysis including requirements definition, feasibility studies, cost estimates, proposals, design, development, quality assurance, user acceptance testing and implementation.
• Minimum of three (3) years experience in managing a team of skilled IT professionals.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
• Project Management proficiency
• Exhibits confidence and an extensive knowledge of emerging industry practices when solving business problems
• Possesses understanding in the areas of application programming, database and system design
• Knowledge of the telecommunications industry
• Excellent oral and written communication skills
• Excellent interpersonal, communication and organizational skills.
• Effective analytical and planning skills.
• PMP certification an asset.
• Bilingual

Apply by email

 

Carrier Relations Specialist

(1 Full Time Position)

SUMMARY

The Specialist, Carrier relations will be responsible for managing relations between Cogeco and all its providers, both for internal telecommunication services and for telecommunication services purchased from third parties to serve Cogeco’s business customers in Canada. Incumbent will also be required to manage contracts with all Cogeco telecom providers throughout Canada, and to work with various Cogeco internal groups to ensure strict cost control for all telecom services.

• Negotiate and draw up business agreements, and make decisions as to the drafting and business conditions of these agreements, including prices.
• Coordinate internal activities for the development of a final contract (Legal Affairs, Marketing, Divisions, etc.), and make sure its terms and conditions meet the requirements of the Company and the outside provider.
• Prepare financial analyses based on professional experience and the telecom industry practices, to be able to assess various business scenarios so the Company can choose from the best options.
• Maintain a directory of contacts with several telecom providers located in Canada, the US and overseas.
• Manage requests for new telecom services from various internal departments and outside parties, then take the initiative to negotiate with appropriate providers.
• Develop an effective process to receive orders for services, and then provide quotations to the Datacom group so Cogeco and its business customers can enjoy the most efficient service in terms of cost.
• Establish and maintain a system to manage all contracts with the various telecommunication services providers.
• Develop required documentation using appropriate tools (Excel, Word, Outlook, PowerPoint and Access) to effectively share relevant information with internal as well as external interveners.
• Keep a constant eye on prices in the telecom services market so as to offer our business customers the best possible cost structure.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• University degree in Administration or relevant discipline required
• MBA – an asset

WORK EXPERIENCE

• 8-10 years experience in carrier relations role preferably in the telecommunications industry
• Experience in market research and financial analysis
• Experience in the presentation of information to senior management
• Experience in drafting telecom services contracts
• Familiarity with a wide variety of different telecom products and services

SPECIFIC COMPETENCIES

• Ability to negotiate contracts with flexibility and innovation, while meeting customers’ needs
• Knowledge of different telecommunication providers and markets in Canada, the US and overseas
• Good analytical and strategic skills
• Ability to influence internal and external work groups whose recommendations are based on consensus
• Ability to deal with ambiguity
• Ability to manage vast amounts of information
• Bilingual English/ French an asset
• Ability to deal with ambiguity
• In-depth knowledge of the Microsoft Office Suite

Apply by email

 

Digital Video Engineering Specialist

(2 Full Time Positions)

SUMMARY

Candidate will be required to plan the deployment of new digital video technologies as well as the evolution of the existing ones. The candidate will also be required to be involved in network growth and optimization activities and will be required to coordinate work between multiple groups.

• Provides detailed engineering for the Cogeco digital cable network including
  • Defines detailed network level architectures for all digital cable networks with associated transport needs
  • Develops technical specifications and standards for all parts digital cable and/or video on demand platform
  • Defines and documents detailed designs for all digital cable systems
• Control point for the introduction of technology into the digital cable networks
  • Maintains product detailed roadmap for assigned technology
  • Publishes and coordinates rollout of roadmap
• Analyze alternatives and recommend solutions to the technical evolution of the digital cable technology.
  • Responsible for the business case costing and analysis of design alternatives
  • Responsible for the introduction of new digital cable designs through technical engineering trials
• Help to create and keep digital video network database and schematics and any other engineering-related documentation up to date.
• Perform lab testing of new digital video equipment as well as lab tests of software upgrades for existing digital video equipment.
• Coordinate with the warehouse and field engineering storage and distribution of all equipment required for implementing several different digital video projects
• Subject matter expert working closely with Manager Digital Engineering on ensuring the platform has a long term strategy in support of Corporate Engineering
• Works closely with key technology vendors to ensure the company understands the technology choices at a detailed level
• Responsible for the hand-off of technology into production through Defined methodology, documentation and training of affected groups (Engineering, Technical Operations and Product Development)
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• University degree in Electrical/Computer Engineering or relevant discipline required

WORK EXPERIENCE

• 8-10 years experience in a digital video related role
• P.Eng. eligible
• Direct exposure to digital video encoding, transport and delivery technologies
• Strong knowledge of IP networks and protocols

SPECIFIC COMPETENCIES

• Demonstrated expert knowledge of current video services.
• Demonstrated expert knowledge of cable standards (DCAS, OCAP, etc.)
• Demonstrated expert knowledge of MPEG2, MPEG4 and QAM
• Excellent knowledge of HFC network architecture
• Strong technical background in IP networking, with specific experience working with local area networks (GigE, VPN)
• Excellent written and oral communication skills.
• Demonstrated ability to work within a high performance teams
• Demonstrated strong sense of ownership and initiative.
• Self-motivated, creative and willing to learn.
• Ability to manage conflict situations and support collaborative problem identification and resolution.
• Ability to maintain composure in difficult and highly stressful situations.
• Demonstrated documentation and detailed engineering experience with video on demand, switched digital video, IP engineering and/or digital cable service level engineering
• Proficient using Excel, Power Point and Visio.
• Basic knowledge of computer systems and databases, i.e. SQL and Oracle.
• Familiar with electronic lab equipment like spectrum analyzers, signal generators and RF passive/active devices.

Apply by email

 

Storefront Sales Representative

(1 Part Time Position)

SUMMARY

In accordance with established policies, procedures and service principles, the incumbent is responsible for promoting and selling products and services offered by the Company so as to bring current and potential customers to select Cogeco as their sole supplier of home Cable TV, Internet and Telephony services over any other competitor. The incumbent places a major focus on providing efficient and friendly service to customers who visit the Cogeco storefront. The duties include but are not limited to: actively promoting Company products and services at every opportunity, identifying sales opportunities, and providing an optimal level of professional service to all customers regarding billing, sales, equipment rental and general inquiries.

KEY RESPONSIBILITIES

• Actively promotes Cogeco products & services. Effectively interacts with customers regarding billing inquiries, equipment problems, etc.; carefully listens to current and prospective customers’ requests; and escalates issues as required. Provides professional services and solutions to meet customer needs. Schedules and inputs order requests.
• Delivers outstanding customer services that will entice customers to select Cogeco as their sole supplier of choice for Cable TV and Internet services. Highlights the advantages of cable television and Internet access services.
• Makes every effort to retain customers who express their wish to cancel their subscription or reduce their level of service. Is upfront in all his/her dealings with customers. Is proactive, sincere and empathetic when responding to customers’ questions or issues.
• Issues and accepts return of equipment. Manually completes work orders and files same daily, inputting into ITC. Inputs notations on customer accounts for collections.
• Processes customer payments for equipment and services in accordance with existing Cogeco policy, which may include credit or debit card, or PAP methods. Resolves problems related to PAP requests from customers and banking institutions.
• Processes system-wide refunds. Confirms accurate totals with Cogeco processed cheques. Processes stale-dated cheques. Files and matches manual refunds.
• Performs other duties and/or projects as assigned.
• As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
• To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

ACADEMIC TRAINING

• High School Diploma required. Post secondary education a strong asset.

WORK EXPERIENCE

• Minimum 1-2 years customer service and retail sales experience.

SPECIFIC COMPETENCIES

• Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.
• Solid interpersonal skills and customer focus. As an ambassador of Cogeco, demonstrates a high level of professionalism (i.e. demeanour, presentation) and a winning customer service attitude.
• Highly organized and detail oriented with the ability to identify, analyze, troubleshoot, resolve and/or escalate customer inquiries or issues.
• Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.
• Open to change with a learning attitude towards work and to contribute to teams.
• Basic accounting knowledge is an asset.
• Must have previous experience working PCs and demonstrated navigation abilities within a Windows environment.
• Prior experience and knowledge of ITC system an asset.
• General understanding of cable, Internet and telecom industries is an asset.
• Flexibility required with respect to hours of work as business needs change

PHYSICAL DEMANDS AND VISUAL ACUITY

• Considerable amount of time standing and regular lifting (20 60 lbs) is required.

Apply by email