Cogeco Connexion

Customer Retention Specialist

• Handle inbound and outbound inquiries from customers requesting to downgrade or disconnect Cogeco services
• Maximize retention and sales opportunities using negotiation and sales skills
• Resolve customer issues and provide timely, professional customer service
• Build customer loyalty and value-based relationships
• Call outbound customer lists to maximize retention and sales opportunities
• Offer customized solutions and options to retain and acquire customers
• Promote and upsell Cogeco products and services and process orders
• Research competitor information and offers and communicate Cogeco’s advantages
• Escalate major market changes or offers to the Supervisor
• Resolve billing inquiries and service discrepancies, following billing procedures and the credit matrix
• Troubleshoot and resolve escalated customer inquiries across systems
• Meet or exceed departmental quality and KPI targets
• Assist with departmental requests and special projects
• Support customer, co-worker, health, safety, and workplace needs

Retention Specialist

IT Technician

• Provide remote IT assistance and resolve employee support issues
• Escalate complex issues to higher-tier personnel
• Take ownership of issues and follow through with end users and IT staff
• Track support calls in the help desk ticketing system
• Monitor daily system backups and ensure their integrity
• Resolve application and software issues involving servers, databases, and mission-critical systems
• Perform desktop-level hardware and software installations, upgrades, backups, and configuration
• Record, track, and document problem-solving processes through final resolution
• Create and maintain documentation for system configuration, mapping, processes, and service records
• Ensure connectivity of servers, shared software, and applications
• Monitor and test system performance and prepare performance reports
• Perform preventative maintenance, including service packs, patches, hotfixes, antivirus software, and device cleaning
• Use diagnostic utilities and troubleshooting techniques
• Resolve or route email, network connectivity, computer, and application issues
• Document and route support cases to appropriate groups
• Participate in an on-call rotation

IT Concierge Technician

Product Manager

• Define, prioritize, and execute the product vision and multi-quarter roadmap for the enterprise AI Factory Platform
• Own and manage the squad backlog, translating architectural guidelines, enterprise goals, and AI requirements into user stories, acceptance criteria, and technical deliverables
• Deliver self-serve platform capabilities such as the Service Catalog
• Industrialize automated CI/CD pipelines for AI models and autonomous agents
• Lead the roadmap for multi-agent orchestration, arbitration platforms, tracing tools, and automated evaluation frameworks using Golden Datasets
• Standardize and catalogue reusable platform assets, API tool belts, certified agent skill libraries, and semantic data/knowledge graph layers
• Embed architectural guardrails, data access controls, and compliance mechanisms into platform pipelines
• Implement observability, model lineage, and monitoring frameworks
• Partner with InfoSec and Enterprise Architecture to enforce AISecOps standards and MCP tool registry protocols
• Establish FinOps controls and track token attribution to optimize LLM costs
• Monitor TCO and unit economics for foundational models, GCP infrastructure, and external API consumption
• Liaise between Enterprise Architecture, Infrastructure, Data & Analytics, Security, and business squads
• Facilitate onboarding and adoption of the AI Factory platform

Retention Specialist

IT Concierge Technician

Product Owner, AI Factory