Technical Support Advisor, Level 1, Maskatel

4 months ago


Montréal QC, Canada Bell Full time

**Req Id**:420152

Groupe Maskatel Québec S.E.C. is a regional telecommunications company offering Internet access, digital television, and telephone services to both residential and business customers. Headquartered in Saint-Hyacinthe, Maskatel is advancing its fiber optic network deployment to enhance its services.

Driven by a culture focused on pride, customer experience, and employee engagement, we are a highly collaborative team oriented towards solutions.

Groupe Maskatel is committed to building a skilled workforce that reflects the diversity of the population in our regions. Therefore, we have implemented inclusive selection processes and a workplace free from discrimination.

**Summary**:
Reporting to the Supervisor, Technical Support, and in a Call Center context, the level 1 technical support advisor responds to customers who contact the company with technical problems related to telecommunications services and products offered by the company such as internet, television and telephony.

**Key Responsibilities**:

- Respond to requests for technical support related to the various technical issues experienced by customers via the various communication channels made available to customers (telephone, chat, etc.)
- Create a ticket for each customer contact and make sure to document it well
- Diagnose problems
- Solve technical problems by supporting the customer throughout the process
- Escalate issues (via tickets) to a higher level as needed and ensure follow-up
- Carry out exchanges of defective equipment if necessary
- Call newly connected customers to check the quality of service and answer questions if necessary

**Critical Qualifications**:

- Have a completed high school diploma
- DEP in computing, networking or technical support (or equivalent knowledge)
- Knowledge of English and French, oral and written, in the course of their duties, this person will be required to interact with French & English-speaking stakeholders
- Have excellent problem-solving skills
- Have customer service skills
- Demonstrate good listening skills and great ease of expression
- Be a good popularizer
- Be in control of emotions (your own and those of clients)
- Be an excellent team player
- Have teaching or coaching skills (knowledge transfer)
- Versatile and good adaptability
- Methodical and rigorous

**Conditions of employment**:

- Position attached to the Saint-Hyacinthe office (Workways Remote Profile)
- Full-time position (40 hours/week)

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Call Centre
**Job Status**:Regular - Full Time
**Job Location**:Canada : Quebec : Saint-Hyacinthe
**Work Arrangement**: Remote
**Application Deadline**:09/22/2024

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, everyone belongs and you’ll feel valued, respected and supported as you grow and reach your full potential.

Created: Canada, QC, Montreal



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