Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Our Network team plans, designs, builds and operates Bell’s multi-billion dollar networks, including the continued expansion of our fibre optic network, HSPA+ and LTE — Canada’s largest and fastest wireless network.
The service we provide is the foundation of Bell’s competitive advantage and a critical step towards achieving Bell’s goal to be recognized by customers as Canada’s leading communications company.
The application analyst is responsible for technical customer relationships and ensure close follow-up to maintain customer satisfaction. He is responsible for technical resolution of open incidents in customer service and will set up operating systems procedures. He is also managing partners and clients on a daily base.
Responsibilities:
- First point of contact for incident resolution
- Answer technical customer service call\requests
- Analyze the situation and proceed with the following:
- Open incidents
- Assign incidents to the team specialist
- Service Restoration
- Establish priority for incident resolution in our team
- Coordinate technical resources activity closely with the manager
- Validate and open a problem ticket based on the problem creation
- criteria
- Ensure ticket/request are followed up with the service desk / customer
Manage all requests from customers & partners outside the existing incidents
processes from but not limited to:
- Phone communications
- Conference calls
- Meetings
- Within CCSO
- Validate the quality assurance for the services delivered on
- communication and ticketing system
- Follow up with the team in regards to ticketing system incident
- resolution
When incident(s) occur work with the other resources to resolve:
- Problem
- Change
- CSI
- Contract
- General Activities
- Maintain excellent customer relationships
- Manage Service Level Agreement for incident resolution
- Respect and manage contractual terms of the agreement between Bell and its
- clients
- Operational review with partners and / or customer
- Manage major technical incidents
- Provide MI internal report
- Provide deck if required
- Open a problem ticket for root cause analysis
- Perform periodic internal operational meeting
- Review Incidents
- Review Problems with Application Problem Analyst
- Establish action plan in regards to incidents
- Provide weekly and monthly reports as required
- Potential to work outside of normal business hours
- Required to carry a pager when necessary
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Application Deadline: 02/23/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, QC, Montreal