Specialist, Business Support
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.
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.
Key Responsibilities
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 holidays, as business needs evolve
Available Benefits And Rewards
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 (1x compensation), Short-Term and Long-Term Disability coverage
Work-Life Balance: Generous PTO, Company-recognized Holidays, Floating Holidays, and a comprehensive Flex Work Policy
Growth & Well-being: Tuition Reimbursement, opportunities for LinkedIn Learning subscriptions, and a complimentary Headspace Membership
Stay Connected: Complimentary and discounted broadband services (for those in our service area)
Location
Rochester, NH