Specialist, Business Support

Location: Grasonville

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:

Regular

Job Description :

About Our Company

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders,' who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.

As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:

CCA).

POSITION SUMMARY:

In accordance with established policies, procedures, and service principles, the Field Support Coordinator is responsible for ensuring seamless day-to-day field operations and delivering 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 (providing 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 our customers.

KEY RESPONSIBILITIES

Core Responsibilities (All Roles)

* 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 customers' needs, ensuring solutions align with Breezeline's service standards.

Specialty Track:
Technician Support

* Field Ticket Management:
Efficiently handles "Support Tasks"-incoming internal tickets submitted by field technicians requesting real-time assistance in the field.

* Technical Troubleshooting:
Provides first-level technical troubleshooting support to field personnel to resolve installation or service disruptions on-site.

* Account & Order Modifications:
Processes time-sensitive order updates in CSG, including cancellations, reschedules, "not-home" status updates, adding/removing equipment, and minor account modifications to adjust customer services.

Specialty Track:
Dispatch

* Market Routing:
Strategically routes and manages the daily workload and schedules for field technicians across assigned markets to optimize efficiency.

* Real-Time Request Management:
Monitors and addresses same-day scheduling requests.

* Leadership Communication:
Prepares and communicates critical routing information to local leaders by completing and distributing route sheets each morning and afternoon.

* Jeopardy Management:
Proactively identifies and resolves scheduling conflicts, missed time windows, or overloaded routes to minimize service disruptions.

ESSENTIAL QUALIFICATIONS

Academic Training

* High School Diploma (or equivalent)

Work Experience

* 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.

* Specific Competencies

* Communication:
Strong written and verbal communication skills alongside 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 contributing to a collaborative team environment.

* Technical Aptitude:
Must have 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.

* Operational Flexibility:
Flexibility with respect to hours of work is required. The incumbent must be willing to work variable shifts, including days, evenings, weekends, and general…