Client Representative, Help Desk and Escalation

2 weeks ago

Toronto, Canada Bell Canada Full time

Req Id: 412084

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

**Name and description of the hiring department**:
The Business Data Provisioning and 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 BBM, 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.
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 Provisioning 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

**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
- Customer service experience
- Focus on quality and resolution, prioritizing the client experience
- Excellent communication, presentation and interpersonal skills
- Microsoft Office suite (Word, Excel, PowerPoint) Basic level

**Preferred Qualifications / Competencies**:

- Knowledge of Networking
- 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)
- Bilingual writing and speaking (French/English)

**Working Conditions**:
EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Union
**Job Status**:Regular - Part time
**Job Location**:Canada : Ontario : Toronto || Canada : Quebec : Montreal
**Work Arrangement**: Remote
**Application Deadline**:08/08/2023

Created: Canada, ON, Toronto

**Bell, one of **Canada's Top 100 Employers.

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