UClient Representative - Help Desk / Escalation

Bell Canada - Toronto, ON (30+ days ago)

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Req Id: 239697

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

Bell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.

Company name: Bell Canada
Job location address: 76 Adelaide St. West, Toronto, On.

Name and description of the hiring department:
Business Data Assurance (BDA) is the professional customer and technical services group for service level management of large and small business customers in the areas of Data, IP, Voice and Next Generation services. BDA is a unique, multi-functional district responsible for a wide variety of emerging and next generation services in all market segments; regionally, nationally and globally.

Our goal – deliver the best customer experience in Canada

We are looking for a motivated candidate with knowledge of public or private telecommunications networks with emphasis on IP, Data, Broadband, and Integrated Services. Experience in the 'operations' of a telecommunications networks including expertise in the Service Assurance of Telecommunications Products and Services is important. Experience in service level management of customer networks and customer applications are an asset.

Job Duties / Accountabilities:
Act as a single point of contact between internal and external groups
Manage incidents, service requests and communicating with the customers
Manage and monitor incident reports until resolution and provide required status updates
Ensure escalation process is followed and trouble tickets are documented at the appropriate intervals with details
Proactively manage all supplier teams and customers with timely follow-ups
Escalate to the Test Center Service Assurance Manager for incidents requiring attention or risk of exceeding Time to Repair objective
Escalate problems to internal/external suppliers and service partners to ensure prompt resolution and minimum downtime experienced by our customers
Leverage a variety of network management tools in order to successfully accomplish the task
Deal with unexpected problems and new situations
Remain current with emerging technologies and applications
Participate actively (isolate problem) in common failures and major outage reestablishment with various teams
Ability to deal with all levels of technical & non-technical Management across the district and the business
Demonstrate Business Ethics and Corporate Values at all times
Ability to communicate effectively in writing and verbally

Administrative Duties

Accident Prevention Plan Compliance
Health and Safety
Build Partnerships with Controllers and Business Technicians.
Getting to know our business and people is paramount to being successful in this role.

Essential Qualifications / Competencies:
Microsoft Office suite (Word, Excel, PowerPoint) basic level
Knowledge of Networking
Customer service experience
Focus on quality and resolution, prioritizing the client experience
Excellent communication, presentation and interpersonal skills
Strong telephone etiquette
Ability to work under pressure and within strict timelines
Excellent problem solving and decision making skills.
Time management skills with the ability to multi-task
Strong negotiation, conflict resolution and relationship building skills
Ability to work as a team and in partnership with different departments
Shift flexibility to meet business needs

Preferred Qualifications / Competencies:
French writing and speaking preferred
Knowledge of internetworking: LAN, MAN, WAN
Knowledge of IP products and services
Knowledge of Legacy: Broadband products and services (T1, ATM, OE, NGCE)
Knowledge of vendor products: Cisco, Juniper, Nortel and Alcatel
Knowledge of the following applications: MAXIMO, TIM, FOCUS, IPACT, COPS, PVCOARS

Working Conditions:
This is a 24/7 operation – The selected candidate may have to work on different schedules according to business needs and will have to participate in the standby program and must be able to work overtime.

Bilingualism is an asset (English and French)

Additional Information:
Position Type: Non Management
Job Status: Temporary - Part Time
Job Location: Canada : Ontario : Toronto
Application Deadline: 09/26/2019

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

Created: Canada, ON, Toronto