Workforce Specialist

We embrace diversity, inclusion, equity and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

The Workforce Specialist will be responsible for supporting both internal and external technicians though trouble shooting of service or installation of residential cable, Internet, telephone and home security. This role is important for communication with respect to customer, process and service issues. The successful candidate will be customer focused, have exceptional analytical and communication skills coupled with the skills sets to manage in a fast paced, environment.

Duties and Responsibilities

Provide real-time support to operations and contractor technicians

Identify process and/or training gaps through daily interactions with field operations

Provide feedback in order to facilitate process improvements

Take initiative to support continual improvement

Key feedback channel for system and service issues

Interacts with other Eastlink departments to resolve customer issues quickly and with 1st call resolution

Qualifications

1-2 years’ experience providing technical related support in a service related organization

Customer Service Focused

Time Management Skills

Strong Communications skill, both written and oral

Flexible / Adaptable

High sense of Accountability

Technically inclined; Excel, word, and outlook usage is high and will need to be comfortable learning and working with our internal software programs.

Intermediate knowledge of telecommunications and the cable / entertainment business an asset

Ability to work in a 7 day /week, multi-shift environment

Employees who work from home are occasionally required to attend in-person meetings in the workplace.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

Get your career started with us and stay with us, your journey begins here!