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Technical Solutions Coordinator
2 months ago
Bell is seeking a highly skilled Implementation Specialist to join our team. As a key member of our organization, you will play a vital role in providing proactive or reactive solutions for customers across various aspects of problem resolution.
Key Responsibilities- Coordinate end-to-end customer-triggered service requests, ensuring quality, time, and cost targets are met.
- Collaborate with internal teams, customers, and third-party suppliers to establish communications and manage expectations.
- Manage and coordinate site surveys, order equipment, and dispatch technicians as needed.
- Identify, analyze, and advise on operational risks with potential impacts to the managed environment.
- Act as the customer's single point of contact and escalation point for all service provisioning-related requests, providing ongoing status and ensuring quality control.
- Communicate with internal business groups and executives throughout the life cycle of customer requests.
- Identify service improvement opportunities.
- Produce and review post-mortem reports in a timely manner.
- Facilitate governance meetings with various partners.
- Meet with Customer Service Account Managers to present results and action plans related to problem management activities.
- 2 years or more industry experience.
- In-depth knowledge of telecommunications industry.
- Knowledge of Data Centers, Managed Services (Voice and Data), LAN/WAN technologies, Security Solutions, VoIP, and Applications.
- Ability to maintain quality and efficiency in a constantly evolving environment.
- Ability to work under pressure, cope with ambiguity, prioritize, and multitask.
- Strong analytical skills with deductive reasoning capabilities.
- Excellent oral and written communication skills.
- A recognized leader with a proven track record of using teamwork to create a competitive advantage.
- Bilingualism required: Maintaining professional relationships with French and English-speaking stakeholders across Canada is critical to this position.
- Business Administration or Engineering degree or equivalent.
- Knowledge of Maximo, UDB, IPACT, SmartPath, ServiceNow, or other ITSM systems or similar Network Vendors.
- MicroStrategy.
- Microsoft Office products.
- ITIL Foundations.
