Specialist, Business Support

Position Summary

In accordance with established policies, procedures, and service principles, the Field Support Coordinator ensures seamless day‑to‑day field operations and delivers an optimal level of support to internal vendors, field technicians, and local leadership. Operating within the Field Support Operations department, the incumbent will specialize in one of two critical functions:
Technician Support (real‑time technical troubleshooting, equipment provisioning, and account modifications for field techs) or Dispatch (managing market routing, optimizing daily technician workloads, and facilitating real‑time schedule adjustments). Regardless of specialization, the coordinator maintains a strong focus on efficiency, timely communication, and proactive problem‑solving to ensure smooth service completion for customers.

• Relationship Management:
  Building and fostering positive relationships with all customers, field technicians, and local leaders; identifying their needs and responding in a timely, professional manner.
• Escalation Handling:
  Escalating complex operational or technical issues as required and appropriate to ensure quick resolution.
• Customer Excellence:
  Maintaining constant attentiveness and responsiveness to both external and internal customer needs, ensuring solutions align with Breezeline’s service standards.

• Field Ticket Management:
  Efficiently handling internal tickets submitted by field technicians requesting real‑time assistance in the field.
• Technical Troubleshooting:
  Providing first‑level technical support to field personnel to resolve installation or service disruptions on‑site.
• Account & Order Modifications:
  Processing time‑sensitive order updates in CSG, including cancellations, reschedules, “not‑home” status updates, adding/removing equipment, and minor account modifications to adjust customer services.

• Market Routing:
  Strategically routing and managing the daily workload and schedules for field technicians across assigned markets to optimize efficiency.
• Real‑Time Request Management:
  Monitoring and addressing same‑day scheduling requests.
• Leadership Communication:
  Preparing and communicating critical routing information to local leaders by completing and distributing route sheets each morning and afternoon.
• Jeopardy Management:
  Proactively identifying and resolving scheduling conflicts, missed time windows, or overloaded routes to minimize service disruptions.

• High School Diploma (or equivalent)

• 2–4+ years of previous experience in a call center, dispatch, or technical support environment.
• Proven customer service skills with a demonstrated track record of superior first‑call resolution.
• Demonstrated knowledge of Breezeline processes, internal procedures, or general telecommunications workflows is highly preferred.
• Performance at a high standard with a history of consistently meeting or exceeding KPI expectations.
• Flexibility with respect to hours of work is required; willingness to work variable shifts, including days, evenings, weekends, and holidays.

• Communication:
  Strong written and verbal communication skills with excellent phone etiquette.
• Problem‑Solving:
  Detail‑oriented with a proven ability to analyze situations, troubleshoot technical or logistical problems, and take independent initiative.
• Adaptability:
  Open to change with a proactive learning attitude and a strong commitment to a collaborative team environment.
• Technical Aptitude:
  Previous experience working with PCs and demonstrated navigation abilities within a Windows environment.
• Industry Knowledge: A general understanding of the broadband, telecom, cable, and internet industries is a strong asset.

• Competitive Pay & Bonuses:
  Market‑leading base salary with participation in the Employee Bonus Plan.
• Future Planning:
  Robust 401(k) plan with a 50% company match (up to 5%) and eligibility for the Cogeco Stock Purchase Plan.
• Health & Security:
  Comprehensive Medical, Dental, and Vision coverage;
  Company‑paid Life Insurance…