Req Id: 71809
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 role:
This team is composed of experts in contact centre application support and is unique in its own kind in Canada. The technological challenges are great because of the constant introduction of new technologies in this field which will allow the candidate to continually develop his knowledge in order to stay up-to-date on the supported solutions. Training and coaching plans are established for all employees in order to always maximize their knowledge level. The main services offered by the team are 7/24 monitoring, 2nd and 3rd level of support and maintenance as well as solution management.
Applications specialist for 3rd level application technical support position for its Computer Telephony Integration (CTI) contact centre solutions. Technical support incident and problem resolution as well as change and maintenance activities. His primary function is to identify root cause and provide fixes. Has the ability to understand an overview of customer solutions.
Key accountabilities:
Daily Activities
- Prime for resolution
- Ensure support in his field(s) of expertise
- Diagnose, resolve and follow-up on incidents, problems and alarms
- Manage activities based on Service Level Agreement with assistance of the application analyst(s).
- Document and update all the activities in the ticketing system
- Investigation & deployment to resolve, improve or maintain solution.
- Participate in assigned requests for customers & partners from the existing processes.
- Within CCSO
- Ensure the quality assurance for the services delivered
- Inform ticket owner of any update in resolution
- Execute Move, Add and Change request when required
General Activities
- Engage appropriate parties related to ticket opened with vendor and/or professional service team
- Participate in activities such as:
- Investigation (Root cause analysis, architectural solution)
- Development (vendor / Internal)
- Deployment (change request form, environments phases, tools)
- Testing (Bug testing, regression testing)
- Customer validation (Bug Testing and ticket closing)
- Documentation update (knowledge database, service design package)
- Create and maintain customer and internal technical documentation
- Develop expertise and best practices in your area(s) of expertise
- Required to carry a pager when necessary
- Potential to work outside of normal business hours
Technical Skills
- Knowledge on (an asset):
- Enterprise Contact Centre solution (Genesys, Cisco, Avaya, others)
- Contact Centre Technology solution (IVR, WFM, Recording)
- Computer Telephony Interface - CTI
- Working knowledge of:
- Interactive Voice Response
- Windows networking
- TCP/IP;
- MS SQL Server, Oracle;
- Windows server, Linux
Knowledge and competencies:
- Bachelors Degree in Computer Sciences
- Technical call center experience
- Excellent communication skills
- ITIL Knowledge
- Relationship building skills are mandatory to develop and sustain effective client relationships. Interpersonal skills and teamwork are essential to build effective relationships with internal partners and external customers in order to effectively address customer issues/complaints.
- Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
- English & French oral and written skills - mandatory
Additional Information:
Position Type: Management
Job Location: Canada : Quebec : Montreal
Application Deadline: 03/27/2015
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