Specialist, Business Support

Breezeline is a dynamic, innovative company providing high-speed Internet, TV, and Voice services to over 1.7 million homes and businesses across 13 states. As the eighth-largest cable operator in the U.S., we are “Above And Beyonders” who surprise and delight customers through connected, memorable experiences. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

About the role

The Field Support Coordinator ensures seamless day-to-day field operations and delivers optimal support to internal vendors, field technicians, and local leadership. Within the Field Support Operations department, you will specialize in one of two critical functions:

• Technician Support: Provide real-time technical troubleshooting, equipment provisioning, and account modifications for field technicians.
• Dispatch: Manage market routing, optimize daily technician workloads, and facilitate real-time schedule adjustments.

Regardless of specialization, the role focuses on efficiency, timely communication, and proactive problem-solving to ensure smooth service completion for customers.

Responsibilities

Core Responsibilities (All Roles)

• Relationship Management: Build and foster positive relationships with customers, field technicians, and local leaders; identify needs and respond professionally.
• Escalation Handling: Escalate complex operational or technical issues to ensure quick resolution.
• Customer Excellence: Maintain attentiveness and responsiveness to external and internal customer needs, aligning solutions with Breezeline’s service standards.

Specialty Track: Technician Support

• Field Ticket Management: Handle “Support Tasks”—incoming internal tickets from field technicians requesting real-time assistance.
• Technical Troubleshooting: Provide first-level technical support to resolve installation or service disruptions on-site.
• Account & Order Modifications: Process time-sensitive order updates in CSG, including cancellations, reschedules, “not-home” status updates, equipment changes, and minor account modifications.

Specialty Track: Dispatch

• Market Routing: Strategically route and manage daily workloads and schedules for field technicians across assigned markets.
• Real-Time Request Management: Monitor and address same-day scheduling requests.
• Leadership Communication: Prepare and distribute critical routing information to local leaders via route sheets each morning and afternoon.
• Jeopardy Management: Proactively identify and resolve scheduling conflicts, missed time windows, or overloaded routes to minimize service disruptions.

Requirements

• Academic Training: High School Diploma (or equivalent).
• Work Experience:
  • 2–4+ years in a call center, dispatch, or technical support environment.
  • Proven customer service skills with a track record of superior first-call resolution.
  • Knowledge of Breezeline processes, telecommunications workflows, or related industry experience is highly preferred.
  • History of consistently meeting or exceeding KPI expectations.
• Specific Competencies:
  • Strong written and verbal communication skills with excellent phone etiquette.
  • Detail-oriented with proven ability to analyze situations, troubleshoot technical or logistical problems, and take independent initiative.
  • Adaptability to change, proactive learning attitude, and commitment to a collaborative team environment.
  • Experience working with PCs and navigating a Windows environment.
  • General understanding of broadband, telecom, cable, and internet industries is an asset.
  • Flexibility to work variable shifts, including days, evenings, weekends, and holidays as business needs evolve.

Benefits

• 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, LinkedIn Learning subscriptions, and a complimentary Headspace membership.
• Stay Connected: Complimentary and discounted broadband services (for those in our service area).

Pay

The expected salary range for this position varies by location:

• Maryland: $18.85–$28.27 per hour
• Cleveland, OH: $18.85–$28.27 per hour
• Virginia: $18.85–$28.27 per hour

Individual pay is determined by job-related skills, experience, education, and work location.

Location: Rochester, NH