Technical Support Advocate

Our B2B2C team is looking to hire a Technical Support Agent.

B2B2C is part of the Internet Companies Group (ICG), a division of Bell Canada. GCI serves the needs of consumers and businesses across Canada.

**LOCATION**:

- Ottawa, Ontario

**ABOUT THE OPPORTUNITY**:
As B2B2C's Technical Support Specialist, you are committed to providing exceptional front-line technical support to customers using established workflows and your problem-solving skills to troubleshoot, resolve or escalate technical issues for customers subscribing to our Internet, TV and home phone services.

**KEY RESPONSIBILITIES**:

- Resolve first-line technical problems for our residential and commercial customers, with inbound and outbound calls, including all other means of communication used by the company (written or oral).
- Take charge of assigned assistance requests.
- Diagnose and prioritize subsequent actions.
- Involve appropriate support teams or consult to obtain essential answers to resolve problems.
- Monitor progress of solutions to meet service agreements and deadlines, and follow up with the user.
- Carry out practical mandates of moderate complexity outside the call center as part of day-to-day operations (support, IT requests) and to improve the team's procedures.

**WORKING CONDITIONS**:

- Secure, private and quiet home office; a video presentation of the office may be requested

**TOOLS & TECHNOLOGY USED**:

- Laptop with internet connection.
- In-house ticket processing tools.

**CREDENTIALS**:

- High school or post-secondary diploma or equivalent, an asset.
- 1 to 2 years experience in customer service, call center, or relevant technical experience, an asset.

**LANGUAGE REQUIREMENTS**:

- Good written communication skills in both English and French.
- Excellent ability to communicate verbally with customers over the telephone in both English and French,** a requirement**.

**SKILLS & ABILITIES**:

- Excellent interpersonal skills for effective interaction with customers, team members and others.
- Ability to adapt and be comfortable in a dynamic, fast-paced environment.
- Insatiable curiosity, propensity to think differently and make things better for customers, colleagues and the company;
- Superior analytical and problem-solving skills, with attention to detail;
- Strong organizational and time management skills;
- Strong decision-making skills and ability to exercise professional judgment.
- Experience in customer service.
- Understanding of some of the basics of how residential Internet service works.
- Talent for technology and willingness to work at the entry level to gain experience.
- Experience in technical support and interest in joining a great company where you can grow into an exciting new career in telecommunications.

**VOICI CE QUI EST PRÉVU POUR VOUS/**HERE’S WHAT’S IN IT FOR YOU (ENGLISH VERSION FOLLOWS)**

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.
- Un programme de prestations médicales et dentaires d'entreprise de premier plan.
- Nombreux autres avantages.
- Vous aurez des opportunités de croissance et de développement.

La diversité et l'inclusion sont importantes chez nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. Distributel s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous.

**QUE SE PASSE-T-IL APRÈS L'ENVOI DE VOTRE CANDIDATURE ?**

La diversité et l'inclusion sont importantes pour nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous les employés actuels et futurs.**HERE’S WHAT’S IN IT FOR YOU**:
Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our vision, mission and values.
- Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks.
- We promote work-life balance with generous PTO.
- We provide a great work environment with organized social events.
- You’ll have opportunities for growth & development.
- We have great downtown locations and amazing people.

Diversity and inclusion are very important to us. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. We are committed to providing a workplace that ensures equal opportunities, devel