Specialist, Customer Care Insight

4 weeks ago

Calgary, Canada Bell Full time

Req Id: 417238

​Our team is advancing how Canadians connect with each other and the world, and developing breakthrough technology plays a vital role in making our purpose a reality. Contribute your experiences, talents and perspectives as we develop innovative digital solutions and best-in-class networks together. We know you'll feel a sense of meaningful connection and belonging within our team. Then, with our commitment to environmental, social and governance initiatives, you can feel good about your greater impact - helping people as they connect, work, learn and play.

Be at the forefront of shaping the best digital connections and next-generation technology in Canada. You'll join the largest, award-winning, high-tech team in our country, working with the brightest minds across many industries.

Bring your ideas and skills as we grow cutting-edge fibre and 5G networks, develop advanced products and services to run on these networks and then enable the delivery of content from our top media properties and services - ensuring that our customers can stay entertained and connected anytime, anywhere.

Summary

The Bell Supernet Service Desk (Supernet SD) is a single point of contact (SPOC) for our Government of Alberta Supernet customers at Bell. The Supernet SD Customer Care Specialist is responsible for providing friendly, professional first-line support through taking calls, responding to emails, processing Customer Self-Serve Portal requests, and supporting Incident Management and Service Requests processes and procedures.

The Bell Supernet Service Desk is a focal point for Bell Internal Teams as well, working closely with the Supernet Network Operations Center (Supernet NOC), Bell Sales and Accounts Team and various other Bell support teams.

In addition, this position requires the incumbent to deal with a large number of contingencies and to serve as liaison between management, operational staff and supporting teams.

Key Responsibilities

  • Provide excellent customer service and information management, ensuring first contact resolution whenever possible.
  • Provide proactive and reactive incident resolution and service request management while effectively following Case Management process and procedures.
  • Recording accurate notes and correctly categorizing Cases in Salesforce Case Management and Netcracker ticketing system for future reference and reporting.
  • Collaborate with internal support teams and external service providers as required to resolve Incidents and complete Service Requests, ensuring Service Level Agreement (SLA) and/or Service Level Objective (SLO) compliance.
  • Providing regular communication to customers regarding their Case statuses.
  • Contribute to the development and improvement of processes and procedures.
  • Maintain ownership and responsibility of Cases from creation to resolution and closing.
  • Support and collaborate with the Supernet NOC on additional tasks and duties utilizing their processes and technologies as trained and assigned.
  • Escalate Cases to the appropriate Team or Manager if unable to resolve at the Service Desk level.
Critical Qualifications

  • Post Secondary Education or 2 years equivalent Customer Service experience.
  • ITIL Foundations (Nice to have)
  • Basic knowledge of Bell Canada network combined with the ability to make decisions quickly and to manage risk would be an asset. Consideration could be given to applicants with an in-depth knowledge of the Supernet network.
  • Enthusiastic about customer service in telecom and network technologies sector.
  • Able to communicate clearly and concisely, both orally and in writing.
  • Able to work independently with a minimum of supervision; possess strong organizational skills.
  • Excellent analytical and problem-solving skills to enable effective identification and resolution of customer related issues.
  • Previous experience in a service desk or customer service role.
  • Experience with an Incident Management/Customer Management System.
  • Knowledge of Microsoft software (Word, Excel, PowerPoint).
  • Experience with Incident Management tools.
  • Experience with desktop peripherals.
Working Conditions

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Alberta : Calgary
Work Arrangement: Hybrid
Application Deadline: 06/07/2024


For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that taking care of our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support your well-being and the well-being of your family too. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and have access to exclusive offers from our partners.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, because everyone belongs, you'll feel valued, respected and supported as you grow and reach your full potential.

We also want to make sure that everyone has an equal opportunity to join our team. We strongly encourage and welcome individuals who may require accommodations during the hiring process to please let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell, please email our Diversity & Inclusion Team at inclusion@bell.ca.

​
Created: Canada, AB, Calgary

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