Career Opportunities: Application Support Specialist (53929)
Req ID 53929 - Posted 08/21/2014 - Posting Location (1) - Job Province / State (1) - Job City (2) - Engineering & Network - Bell Corporate
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 candidate will have the chance and the opportunity to work with the latest contact centre solution technologies and be part of a team focussed on its customer care and the quality of the services it delivers. He will have the mandate, amongst others, of supporting, jointly with other members of the team, the largest IP contact centre solution in Canada.
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.
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
Requirements
* Bachelor’s degree in computer science, computer engineering or equivalent
* Practical experience in Protocol Transmission Controle/Internet Protocol (TCP/IP), Windows Server, Linux, MS SQL, Oracle and Programming language experience
* Experience in customer service and relations developments
* Experience in problems analysis
An asset
* Knowledge of call center technologies (IVR, WFM, Recording)
* Experience in computer telephony integration (CTI)
* Knowledge of ITIL
* Bilinguals (English/French)
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Canada : Quebec : Verdun
Application Deadline: 09/12/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Quebec, Montreal
Req ID 53929 - Posted 08/21/2014 - Posting Location (1) - Job Province / State (1) - Job City (2) - Engineering & Network - Bell Corporate
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 candidate will have the chance and the opportunity to work with the latest contact centre solution technologies and be part of a team focussed on its customer care and the quality of the services it delivers. He will have the mandate, amongst others, of supporting, jointly with other members of the team, the largest IP contact centre solution in Canada.
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.
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
Requirements
* Bachelor’s degree in computer science, computer engineering or equivalent
* Practical experience in Protocol Transmission Controle/Internet Protocol (TCP/IP), Windows Server, Linux, MS SQL, Oracle and Programming language experience
* Experience in customer service and relations developments
* Experience in problems analysis
An asset
* Knowledge of call center technologies (IVR, WFM, Recording)
* Experience in computer telephony integration (CTI)
* Knowledge of ITIL
* Bilinguals (English/French)
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Canada : Quebec : Verdun
Application Deadline: 09/12/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Quebec, Montreal