Communication Technician I

3 months ago

Montréal QC, Canada Zayo Group Full time

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Communication Technician I to be accountable for providing excellent Customer Service within the Service Orchestration team. This would involve inbound and outbound customer calls, collecting information on service issues, documenting actions through our trouble ticket systems, and performing basic troubleshooting on both managed and unmanaged services (both restricted and unrestricted accounts and including GCNET - Government of Canada).

Shift picks will be based on seniority

KEY MEASUREMENTS:
- Customer satisfaction- Productivity and quality as measured by internal audit procedures- Other measures as defined by the business (E.g. services provided to Government of Canada)

KEY COMPETENCIES & SKILLS:
- Excellent customer focus, comfortable talking with customers at any level- Solid interpersonal skills with ability to deal with difficult situations and clients- Ability to work independently or in a team environment- Ability to do triage and troubleshooting on the full suite of managed services and equipment- Ability to multi-task- Good PC skills with a working knowledge of MS office and database programs

QUALIFICATIONS:
- College diploma in a related technical field completed or in progress preferred- Secret-level security clearance by an agency of the Government of Canada or Secret-level security clearance is required. Security clearance can be obtained after hire but is a condition of employment to retain the position.- Physical workplace is within the Secured Operations Zone (Montreal)- The Service Desk operates on a 7 day x 24 hour basis supporting retail and government accounts.

****

Le technicien, Communications doit fournir un excellent service à la clientèle au sein du groupe Orchestration des Services. Cela inclut la gestion des appels clients entrants et sortants, la collecte d’information sur les problèmes de service et la documentation des interventions dans nos systèmes de gestion des fiches de dérangement, ainsi que le triage et le dépannage de base concernant les services gérés (tant les comptes à accès restreint que les autres, dont le contrat GCNET signé avec le gouvernement du Canada).

PRINCIPALES MESURES DU RENDEMENT:
- Satisfaction de la clientèle- Productivité et qualité, mesurées au moyen des mécanismes de vérification internes- D’autres mesures définies en fonction de chaque contrat (ex. : le contrat GCNET signé avec le gouvernement du Canada)

COMPÉTENCES ET APTITUDES ESSENTIELLES:
- Grand souci du client; aisance à interagir avec des intervenants de tous les niveaux hiérarchiques chez les clients- Excellentes aptitudes interpersonnelles et capacité à composer avec des situations et des clients difficiles- Capacité à travailler seul ou en équipe- Aptitude à effectuer des activités de triage et de dépannage de base concernant la gamme complète de l’équipement et des services gérés- Capacité de mener plusieurs tâches de front- Bonnes connaissances informatiques; expérience pratique des programmes de bureautique et des bases de données de Microsoft

QUALIFICATIONS:
- Un diplôme collégial dans un domaine technique connexe obtenu ou en cours d’obtention est un atout.- Une habilitation de sécurité de niveau Secret délivrée par un organisme du gouvernement fédéral ou une habilitation de sécurité de niveau Secret en cours d’obtention est obligatoire. Une habilitation de sécurité peut être obtenue après l’embauche, mais elle constitue une condition d’emploi et de maintien en poste.- Le lieu de travail physique se trouve dans une zone d’exploitation sécurisée (Montréal).- Le Centre d’assistance assure le soutien aux clients du secteur du détail et du gouvernement 7 jours sur 7 et 24 heures sur 24.

Le choix des quarts de travail sera fondé sur l’ancienneté.

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