Req Id: 85734
Bell is a truly Canadian company with over 135 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.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
Job Title: Client Representative Help Desk, Escalation
Job Location: 76 Adelaide W., Toronto
Name and description of the hiring department:
The Business Data Assurance team resides within Field Services and is responsible for all activation and repair of data services solutions nationally for Enterprise, SMB and Wholesale customers. Our team partners with the Service Desks, Field Services and Network teams in order to deliver quick repair performance and delivering activation of services for our customers. The team is split between activation/testing and repair/testing, and this posting will support both teams.
We are looking for a front end facing associate that can manage resources, internal teams, customer communication while improving processes and service. A successful candidate will be knowledgeable of public or private telecommunications networks with emphasis on IP, Data, Broadband, and Integrated Services. Experience in the 'operations' of a telecommunications networks and service level management for both networks and applications would be an asset.
If you have the desire to work in a fast paced environment, on a strong technical team while supporting Bell’s data products, then the Business Data Assurance team is the place to be.
Job Duties / Accountabilities:
- In the Help Desk / Escalation role you will be a single point of contact (SPOC) between internal and external groups, managing incidents, service requests and communicating with customers and suppliers
- Performs service & process audits and post mortems with recommendations for improvements
- Responsible for loading/assigning customer provisioning orders to technicians based on critical dates.
- Manage tickets/orders until completion/closure; escalating to support manager when required.
- Coordinate customer approved Changes (Changed Management)
- Workload queue & prioritization management.
- Actively prioritize problems with internal/external suppliers and service partners to ensure outage time is minimized.
- Coordinate the isolation of common failures and drive timely re-establishment across teams.
- Demonstrate Business Ethics and Corporate Values at all times.
Administrative Duties
- Accident Prevention Plan Compliance
- Health and Safety
Essential Qualifications / Competencies:
- Ability to work under pressure and within tight timelines and new situations
- Very strong 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
- Knowledge of Networking
- Customer service experience
- Focus on quality and resolution, prioritizing the client experience
- Excellent communication, presentation and interpersonal skills
- Microsoft Office suite (Word, Excel, PowerPoint)
- Bilingual writing and speaking (French/English)
Preferred Qualifications / Competencies:
- Knowledge of internetworking LAN/MAN/WAN
- Knowledge of IP products and services (IPVPN, MPLS)
- Knowledge of Legacy- Broadband products and services (T1, ATM, OE, NGCE)
- Knowledge of vendor product (Cisco, Juniper, Nortel and Alcatel)
Customer Focus
- A desire to help and serve internal and external Customers
Team Work
- The ability to work together cooperatively across all levels of the organization
- Listening, Understanding and Responding ( able to have effective interaction with others )
Leadership
- Demonstrate Exceptional Bell Core Team Values
- The ability and willingness to manage change and take full responsibility for personal actions as well as the actions of a Team
- Quick, Quality Decision Making ( particularly in highly stressful situations )
- Strong communication skills, global vision and the ability to deal with multiple priorities are required
- Must demonstrate self learning willingness and skills
- Must exhibit sound judgment, assertiveness and have demonstrated initiative.
- Must be comfortable adapting to a constantly changing environment, and spear-head such activities
- Excellent problem solving and decision making skills.
- Must be able to prioritize and meet deadlines, as well as looking for ways to constantly improve on day to day activities.
Desktop
- MS Office Suite including MS Access, Visio
Working Conditions:
- This is a 24/7 operation - The candidate might 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.
BCE:WKP #Feature
Additional Information:
Position Type: Union
Job Location: Canada : Ontario : Toronto
Application Deadline: 2015-07-24
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