customer service representative

technical support representative

technical support

project manager

software engineer

Shaw Communications

Pros:
 - Excellent Engineering team with vast amount of knowledge in Fiber Optical Networks and was very pleasant to work with and learn from.
 - Great chemistry in terms of organization and collaboration possibilities with other IT teams.
 - Required some challenging work hours (nighttime hours) to complete impacting change activities during off peak hours.
 - I went above and beyond in ensuring the success of Change activities and saw >99% success in >500 separate change events.
 - Received multiple compliments and encouragement from other teams for successfully completing changes and providing leadership to overcoming technical challenges that curtailed project timelines.
 - Provided technical feedback in Change documentation and circuit designs where corrections or redesign considerations were discovered.

Cons:
 - Minimal to zero direct manager interaction (as a contractor) which could have lead to possible miscommunications.
 - Minimal to zero Manager knowledge of the Optical Network environments, platforms, operations, and technical processes - which could have lead to actions/decisions that resulted in undesirable outcomes.
 - Work culture consisted of Weekly reporting to management of tasks and work orders being worked on and completed - via multiple 3rd parties. (No direct contact with apparent Manager as a Contractor) 
 - Hardest thing about the Job was the lack of career advancement opportunities and Manager lead direction. And with little to no Manager interaction, it was hard to gauge if that was by design, policy, or personal decision. Hence why the 1/5 Manager and 1/5 Job Security/Advancement rating.

Summary:
--> The best part of this role was working with the Engineering team which was a great learning experience for SONET/DWDM technologies.
--> Little to no Career advancement opportunity in the Optical Implementation role as a contractor.
--> Little to no correspondence with direct Manager

Shaw itself is a great company to work for with amazing perks, benefits and advancement possibilities.  

However, for some departments, if you are not part of the popular clique, you're looked down upon, mocked, or ignored - until one of the in crowd wants something - then they're your best friend. 
 
Dare to say no, for any reason, to any clique member request and before you know it, you're pulled into managements office, tag teamed or triple teamed, and being accused of not being a team player or worse.

Shaw prefers its employees to have a sheep like mentality.  Dare to have an original thought and again, you're cast out as being not a team player.  

The management team rarely recognized the hard work, drive and determination of non preferred team members.  Instead, these true team players were ridiculed, sometimes publicly mocked, and again ostracized.  They were often used as a lesson for other non preferred staff members - to get in line or this will happen to you. 

HR was no better than the management team - often taking their cues from the management team.  Go to them with a grievance, and again, you're cast out as not being a team player and you will pay for trying to stand up for yourself.

It's been awhile since I worked at Shaw, but the scars of being bullied day in and day out are still quite fresh.  I now work for a company with an amazing manager / supervisor and team.  The very things I used to be mocked, or bullied for at shaw - I'm routinely rewarded and recognized for.   My current team works together for the greater good of the company.  This unfortunately was not the case at Shaw TV Edmonton.

Until Shaw TV Edmonton management, in particular the supervisors, can live the company values they clearly have no problem shoving down their employee's throat, and treats all employees equally,  I would highly recommend to run not walk away from this place.

A day at Shaw begins with a strict start time, being there early was a must to ensure you were all ready to go when your sign in time started. I will always prepare by opening up all necessary programs and resources before the first call. Check and reply to all unopened emails, review any changes to promotions or products, and make sure all my sales have been properly tracked. 

All calls vary from new customer installations, technical issues, billing questions, and overall general questions on the products and services. Necessary transfers did apply.

I learned many different things in regards to the telecommunication industry and broadened my knowledge on how to discover, relate, resolve, and conclude options for customers in a sales environment.

Management  is very involved with their employees, with regular call coaching and performance reviews, our supervisors are always encouraging us to find ways to learn or better our skills, Overall management is always there when in need of help.

Co-workers are always very welcoming and kind. All sales consultants when working spend most of their time taking calls as it is an extremely busy call center, and only did socialize during breaks. We merely do not have the time. 

Hardest part of the job I find is learning the system, all the products, and especially learning how the services worked.
At the beginning it was a lot of different things to digest, Once comfortable with that, it was explaining it to a customer in a way that they would understand.

As I am a outgoing social butterfly, most enjoyable part for me would definitely be talking to the different customers on the phone. The pleasurable conversations and stories I have from so many different people always keep things exciting. You never know who your going to get. Its like a box of chocolates.

A typical day at work involved printing, organizing and grabbing equipment related to my run for the day.  Time management was key to completing every job within the time slot provided to each customer.  Troubleshooting started from the outside pedestal all the way through to the individual device having problems indicated on the call sheet.  One call resolution was the goal, I had a personal call "repeat" rate of 7% (quite low).  The day ended after every call was complete, vehicles were cleaned and maintained and run sheets were handed in with order numbers, in/out times and resolution codes.

I learned a great deal about the cable industry and RF problems related to the cable plant, equipment and customer devices.  I also learned to be able to work autonomously, managing a fairly heavy workload into a reasonably tight time frame.  

Management was minimal, with bi-weekly meetings keeping the techs up to date on company happenings, requirements and protocols.

My co-workers were a good group of guys I was happy to call friends, always willing to help each other out of any jams throughout the day and even chiming in with helpful advise via our chat group on their days off.  Very exceptional.

The hardest part of my job was definitely keeping to my work day schedule.  You could never exactly predict in advance how one call could turn out or how long it could take, so properly managing my time while keeping customers satisfied and managing their expectations was a challenge.

The best part of my job was leaving each individual customer completely satisfied with the service I was able to perform, making sure that they knew I had done my best to help them in any way I could!

Great job and benefits, but when it comes to management, that will be the reason you quit or will be shown the door for no reason at all. In all the years I was there, I have never, ever, seen such mistreatment of individuals by management to the point that they force someone to quit. If someone doesn't quit, they will attack your personality as far as they deem it is necessary to find out everything  they need to build a case against you. And rarely is it not done in an underhanded way. They will literally bully you with the most minute of issues, and you have zero support in that matter. HR is non existent at this company to help you protect yourself.  I have seen the affects of this type of treatment first hand to many of previous and current employees. Pushed to the brink of considering medication to deal with the stress of of it all. 

It is a good place to work, for the short term, as long term employees here are fewer and fewer. Long term employees are costly,  plain and simple. If you don't quit, they will try to make that happen. And should you be asked to move on, you won't know why, as they just hand you a phone number to call and good luck finding out why. 

Plenty  of great employees at this company as well as plenty of individuals that will throw a cleaver in your back to make it up the corporate ladder. Amazing how those ones are always the ones to stick around. Many really good employees quit from here just because of who this company chose as managers. 

Otherwise, its a 50/50 toss up if it is worth all the stress. Could be good, but could be your worst nightmare as well!

Worked here about a year before I left.

The retail stores shuffle managers annually so it's a big hit or miss whether you have someone competent or a complete buffoon as your manager.

During my hiring and a few month after, my manager was cool, understandable, and kind who actually knew how to run a store. We were the top performing stores months to months. 

Soon after the manager changed, it went spiral downward where everything was micro-managed, there were favoritism, constant nagging, and schedule mishap. A couple of employees soon left due to unreasonable demands.

As for my duties as Product Specialist, I was TRAINED (big emphasis here) to sign up new customers, renew plans, take back modem and TV boxes from cancelled customers, and take bill payments. 
But in reality, 90% of the customers were here to CANCEL their service in-store otherwise they would need to wait on the phone for 3hr+ to reach cancellation department. 
However, the upper management (the ones in fancy suit) decided that retail stores do not have the authority to cancel therefore every customers should be directed to phone cancellation department. So if you can guess, this led to many angry customers cursing at us for not cancelling their service.

I was making $18.50 / hour ($15 was the minimum wage) which was meh but there's also the commision which would bring it up to $23-25 depending on months. 

Co-workers were all awesome and we helped each other out everyday, sharing commisions and whatnot.



Great work environment, really casual, management is very approachable. Almost 5 weeks of full time training provided. The job can be challenging, lots of multi-tasking, some customers can be very unpleasant on the phone but the vast majority are as friendly as you are. As well, the company is a real stickler with metrics, being on time to the second, call stats, etc. Coworkers are great, can't speak for other locations, but the Victoria call center has a great group of people. Great benefits plan, even for part time staff.  

The scheduling is the main issue I have with working there. You're expected to be available from 7am - 10pm 7 days a week and they will rotate you between the two every few weeks. As of right now (this may be changing), you cannot have a preference for times/days. They will schedule around your school schedule if you're student. You can trade shifts, but sometimes it's difficult to find someone to trade with. This makes it very difficult to have a second job, which is necessary for most people, as you start part time and are only guaranteed 20 hours a week.  

Good job overall, great people, I like the company, challenging work, changes everyday. If they can tweak their scheduling a little to allow for a preference in shift times, it would an excellent place to work.  Especially if you're younger and looking to gain some solid office and customer service experience with alright pay.

This is a very good job to have with benefits and decent student hours as well but its way to stressful worrying about your job everyday and not able to utilize your own vacation days even when not paid to hit target because if you don't hit target then they will keep writing you up due to unrealistic expectations. Overall i do like this job and i still am there now but its a huge pain when this is restricting you from a good life balance of peace and relaxation when
off work. Work is sales oriented and has a rising quota after every few months and its just crazy how difficult it is to make that amount of sales for more days there are in a month and we work 5 days a week and 5 hours a day. extra hours depend when open but still if we
are restricted to make sales in those hours and for these days for almost half the days for the target makes it impossible to book and finish installs. Its just the hardest part because after work u feel empty and stressed if your going to make enough by the end of the month. We also must keep a great audit for installs min 90% so basically there is room for 1 out of 10 people to cancel for services and this can be tricky if your trying to convince someone to switch to a better deal if they are biased which half of people are. Other then the negatives the job is a good one for students looking to get some organizational skills and sales/verbal experience. People there are nice and so is leadership but still the Security of the job is what matters. Thanks

The support team within Edmonton Customer Care works hard to make sure that our front-line agents are well taken care of. In the case of the Operations team I'm a part of, we help to support multiple teams within the Customer Care umbrella, as well as providing individualized support to partnered team-leads and the agents they manage.

A typical day involves working to keep tickets flowing within our group e-mail bin, routing off escalations as needed to specialized departments, or looping in other teams from other regions of the country. We also run regular reports to analyze & audit agent performance, metrics, business compliance data, and various other tasks. Finally, we always try to make ourselves available to answer questions, be they complex issues, or merely helping another staff member with a workstation computer problem.

Sadly Edmonton Customer Care is being shut down over the summer, and consolidated into other locations within Canada. Naturally this is having an effect on morale, but leadership is doing their best to keep everyone's chin up. There are transfer opportunities for those who'd like to stay with Shaw, and agents are already beginning to move to other parts of the business to further their careers.

I personally hope to continue with Shaw in another role, but I'm still open to the possibility of furthering my career with another organization.

Been working for 5 years at Shaw Direct. Typical day is coming in and dealing with customers technical issues, these may range from set top recorder issues to signal problems with TVs to connection issues with VOD. I really enjoyed early on the variety of calls and issues you may get, unfortunately by 5 years...you might want to look at other positions to learn more. Hardest part of the job is making targets set by management and dealing with irate customers. Most enjoyable part of the day is when you're able to fix a problem that has been plaguing a customer, giving first call resolution and being able to speak with your customer without heavy time restraints. Easygoing work atmosphere. Co-workers are all friendly, but mostly know their boundaries. Management is fine, but unfortunately communication has always lacked. Rewards and recognition fall short sometimes. Schedules are based on seniority ranking weekly, which means its very difficult to get morning shifts if you're new. Schedules may vary week to week due to "business needs".

Top Job Titles	Average salary
Customer service representative 1 salary reported	$33,500 per year
Technical support representative 6 salaries reported	$36,833 per year
Technical support 6 salaries reported	$42,667 per year
Project manager 8 salaries reported	$91,250 per year
Software engineer 20 salaries reported	$87,875 per year

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