Good workplace, Good people to be around. Decent lunch room with Wi system, cable TV, old game machine with many older generation games.
Technical Support Agent (Former Employee) – Hamilton, ON – October 25, 2015
The company was really good, management and co works are great. They gave me the requested shifts i asked for, gave me the days off i requested. The people working at the company are great.
The goals the company wants of agents are unrealistic and very few people are getting to that goal they want, the people who are hitting that goal are cutting corners to get there. They want an average handle time of 7min per call, but to help walk an elderly person through an email client set up on a new device like tablet or ipad can take 20-30min, especially because some of these people don't even know what an email client is or even where to find it on the device. Email client set ups are a common calls at least 5-10 a day. Also being trained in all 3 service, cable, internet and voip, a customer would call say one problem, then when that problem is resolved, they would say i'm also having problems with this service which then again makes the call way past 7min. Customers constantly request to speak with supervisors when they require a tech to come out to the house to resolve the problem and the time frame we give them is 8am-5pm 4-7 days from now, so they get no service until then. They speak to supervisors saying the agent wasn't good because we couldn't get them a sooner date but its the company that provides these dates to us, if we could offer a sooner date as agents would surely would offer a sooner date. Most of the time the supervisors were unable to take the call at the time, and we have to go back to an already angry person and tell them a supervisor isn't available rightmore... now and we'll have to get a supervisor to call you back in 24-48 hours.
The company goals are just to unrealistic and not really obtainable unless your willing to cut corners and possibly also get in trouble for doing that for not following the exact procedures they lay out for agents.less
Great enviroment, good co works and management.
Resolve 3 different service problems in less then 7min, Having to tell an elderly person with a life line, that they need to wait 1 week for a tech to come out and fix the phone so the life line works again
Level II Technical Support: • Responsible for delivery of front-line technical PC support and customer service. • Deployed Windows XP to Windows 7, created Images and installed OS using SCCM • Deployed over 260 desktops and 120 Laptops • Assisting customers with computer troubleshooting including internet connectivity issues, virus / malware removal, email and antivirus problems and operating system / software errors • Answering the Help Desk phone and provide call resolution or assign (escalate) to a technician or to a partner for dispatch. • Monitor work queue for incoming client issues and respond to customers within their signed Service Level Agreement time frames. • Assist partners with on-site installations. • Add resolutions to known issues in Customer Support Knowledgebase. • Handle multiple tasks simultaneously whilst ensuring customers Service Level Agreements are met (Multi-Tasking). • Repair and servicing of hardware, software and networking components, when required. • Assist with Support issues regarding production customers via telephone, remote control, shop work or on-site dispatch. • Software installation, testing of equipment and re-imaging as required. • Network device configuration, including switches, routers, modems.
creating reports, automating reports, creating schedules, updating KPIs, interacting with management for different projects
Workforce Analyst-Reporting and Analytics (Former Employee) – Hamilton, Ontario – September 1, 2015
The only good thing about this position was that the schedule was flexible. The company pays very poorly, expects you to do ridiculous amounts of work, and there's never mention of a raise. Also, the company doesn't deliver what it promises. I was told that within 3 months, I would be working from home. I was able to work from home after almost 9 months (they kept coming up with excuses that they were waiting for the computer, software, blah blah blah) and after 1 month was asked to work back from the office! I highly recommend NOTTTTT to work for this company.
poor pay, heavy workload, insufficient tools to do the job
Tech Support Agent (Former Employee) – Burlington, ON – September 26, 2012
Typical day at work would be, many calls in a certain time period, different attitudes. I learned quite a bit that i never knew before about cable, satellite companies, lots of computer tasks, and more call experience. I loved all my supervisors, such nice people. met a lot of nice people, and made a few friends, great people. The hardest part of the job was dealing with the angry customers, that wouldnt let me help them or say a word. The most enjoyable, was seeing my co-workers and dealing with happy, great customers.
Help Desk Support (Former Employee) – Hamilton, ON – January 27, 2016
Dependable IT was the worst job experience i ever had for begin introduced to an office environment, as a company their was no respect between management and the employees, a typical day of work was handling 5 different companies residential computer support ,learned how to deal with customers over the phone and troubleshoot computer issues, Management didn't communicate well with the the employees while caused alot of resentment between the techs, got along with all of my co-workers and enjoyed my time spent with them, repairing customers computers was a satisfying experience.
Desktop Support Analyst (Former Employee) – Hamilton, ON – June 22, 2015
Management is Stupid , supervisor are one step ahead of every one false promises all around , No proper training is given , The training provided useless. Cannot trust any one , conspiracies , no job security you can be thrown out with what ever reason they want , And the actual reason "Your supervisor do not want you in the office any more " . Pay is way low almost minimum , Technicians are good on the floor but you cannot open you r mouth because you do not know who can back stab you Like general
You'll get promoted if you sleep with your supervisor
Tech Support (Former Employee) – Hamilton On – July 26, 2015
Typical call centre job. You take calls from customers who are upset and try to fix it for them. Supervisors are always stoned and trying to hit on you. A couple people got promotions for sleeping with the call centre manager. Head office doesn't care about employees just the bottom line of making $$$$$.
start off more then min. wage
no room for growth unless you're easy to sleep with, long work days with little breaks
Customer Service/Administrative assistant (Former Employee) – Mississauga, ON – April 2, 2014
• Communicating with the Rogers clients, technicians and arranging meetings for managers. • Responded to Rogers escalations and complaints • Hardworking professional recognized for meeting and exceeding support targets. • Fostered strong relationships with customers that result in high level of client retention and product loyalty. • Demonstrated solid ability to communicate with diverse groups. • Focused on developing strong rapport with customers, vendors and staff. • Scheduled installation and service calls and ensure appropriate billing. • Worked on MS Outlook, MS Word and MS Excel • Proficiently worked on VPN, MPA, AS400 and Citrix Systems
Desktop Support Analyst (Former Employee) – Hamilton, ON – January 5, 2016
the work environment is very stressful but ppl(employees) working there are fun and friendly, your colleagues will help you in almost every situation.
i have always heard companies say "customer satisfaction is primary objective" but you also have employee satisfaction to go along with that side by side to achieve that goal. however in this company i was very disappointed to see that is not the case.this company has very low regards towards employees and no job security. management and ppl running the company are uncaring towards their employee.
its a growing company and adding new features day by day
Tier2 Technician (Former Employee) – Burlington, ON – April 29, 2014
With this job you learn a good customer service . You expertise in learning the solutions to windows related problems , Good management and helpful co workers , Its a very friendly atmosphere over there ..
Technical Support Representative (Current Employee) – Hamilton, ON – February 7, 2016
You don't get paid enough for your work you do. They expect you to work more and more with minimum pay. They have work from home option which is very good for someone who does not like to go office everyday