Senior Customer Service Technician

Main Responsibilities

Operational Support and Continuous Improvement

• Actively support customer experience teams in their daily operations
• Deeply understand field processes and operational challenges (delays, errors, inefficiencies, silos, lack of visibility)
• Identify irritants, time-wasters, and error risks
• Analyze issues and recommend concrete improvements
• Promote simplification, standardization, and optimization initiatives
• Act as a strategic partner to improve operational performance
• Key Role Expectation:

Go beyond analysis by proposing and implementing measurable, concrete, and applicable solutions.

Process Automation

• Identify manual tasks across all processes
• Design and implement automation solutions
• Automate report and analysis production (statistics, KPIs, etc.)
• Reduce or eliminate manual handling
• Collaborate with various departments to integrate sustainable solutions
• Main Objective:

Maximize automation and significantly reduce manual effort in customer experience operations.

Data Management, Visibility, and Dashboards

• Act as a Power BI super user for the organization
• Develop and maintain dashboards (Power BI)
• Ensure adoption, training, and support for Power BI tool users
• Provide clear, accessible, and real-time visibility of operations
• Define and standardize performance indicators (KPIs)
• Establish sustainable data management and governance practices
• Ensure data reliability, consistency, and quality

Performance Tracking and Controls

• Regularly monitor operational performance based on KPIs
• Implement controls to ensure data quality and reliability
• Maintain dashboards in production (run logic, not just creation)
• Proactively identify performance gaps and their root causes
• Detect process weaknesses and recommend corrective actions
• Contribute to establishing a data-driven, performance-based management culture

Required Qualifications and Experience

• Strong analytical and problem-solving skills
• Experience in transforming operational needs into concrete solutions
• Advanced Power BI expertise (super user level)
• Experience in automation (Power Automate, data tools, etc.) – asset
• Good understanding of operations and processes (important asset)
• Experience in data visualization tools (e.g., Power BI)
• Ability to collaborate and influence multidisciplinary teams
• Knowledge of SQL programming – asset

Personal Skills and Qualities

• Intellectual curiosity and interest in new technologies, including artificial intelligence
• Analytical and critical thinking skills
• Intellectual curiosity and desire for continuous learning
• Proactivity and ability to identify improvement opportunities
• Solution and results orientation
• Ability to investigate root causes in depth (root cause analysis)
• Rigor, autonomy, and attention to detail

EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.