Req Id: 72509
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.
Bell Media is Canada's premier multimedia company with leading assets in television, radio and digital media, including CTV — Canada's #1 television network, and the country's most-watched specialty channels. It is a critical component of Bell’s commitment to leverage strategic investments in broadband networks to offer Canadians the best available content on any of the four screens they choose: television, smartphone, tablet and computer.
Technical Customer Support Manager, Digital Products
Job Description
Bell Media is looking for a Technical Customer Support Manager to manage the customer service teams that support Bell Media’s portfolio of Digital Products. This position will be a primary point of contact for customer service, to facilitate customer relationships and provide advice and assistance to Bell Media employees on diverse customer situations and issues.The ideal candidate is familiar with digital products and has a passion to nurture and develop a customer service oriented environment.
Responsibilities
• Conduct quality assurance to ensure proper customer support.
• Develop internal training curricula and schedules.
• Identify gaps in the current customer support process and present improvements.
• Mentor employees to improve customer service, communication skills, and technical ability.
• Ensure ticket tool is used efficiently to achieve superior customer experience.
• Capture key data points for daily and end-of-week reports.
• Monitor support level metrics and work with product owners to improve service.
• Review crisis events to ensure clear communication to internal and external stakeholders. Including timely escalations to Customer Care, Service Operations, and or Development when necessary.
• Troubleshoot customer support issues and isolate problems.
• Conduct personal case reviews to ensure adherence to best practices, timely follow-up with customers and to detect signs of customer dissatisfaction.
• Coordinate technical case reviews to ensure proper technical progress and conduct recoveries when customer satisfaction is at risk.
• Contact customers to perform case recoveries if customer satisfaction seems at risk.
Skill Requirements
• Must possess a university degree.
• Excellent presentation, written and spoken communication skills.
• Collaborate successfully and build relationships.
• 4+ years’ experience in a technical product support or customer support managerial or supervisory role. Experience in the entertainment/ cable or satellite industry will be an added bonus.
• Excellent organizational, diplomatic and problem-solving skills.
• Strong technical expertise and a deep understanding of digital channels (search, mobile, social, media, web, email).
• Proficient with tools such as JIRA, Confluence, MS Project, MS Word, Excel, PowerPoint and Visio.
• Working knowledge of Charles Proxy and/ or Fiddler.
• Advanced troubleshooting and problem-analysis across people, processes and technologies.
• Results-oriented, high energy style and drive to succeed.
Internal employees please apply through this link: https://performancemanager5.successfactors.eu/login?company=Bell
BM:WKP
Candidats à l’interne – veuillez poser votre candidature à l’aide du lien suivant : https://performancemanager5.successfactors.eu/login?company=Bell
Prenez note que vous trouverez également ce lien sur Bellnet, à l’aide d’Emplois@Bell.
Additional Information:
Position Type: Management
Job Location (city): Canada : Ontario : Toronto
Application Deadline (MM/DD/YYYY): 03/23/2015
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, ON, Toronto