Specialist, Business Support

About the role

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.

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.
• Technician Support Specialty Track: Technician Ticket Management, Technical Troubleshooting, Account & Order Modifications.
• Dispatch Specialty Track: Market Routing, Real-Time Request Management, Leadership Communication, Jeopardy Management.

Qualifications

• 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

Essential 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.

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)