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Technical Support Advisor, Level 2, Maskatel
3 weeks ago
**Req Id**:422162
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, the person occupying the position of Level 2 Technical Support Advisor responds to customers who contact the company with technical problems related to products, assists Level 1 technical support advisors and acts as reference for the operations sector (technicians, etc.).
**Main responsibilities**:
- Respond to requests for technical support, related to the various technical issues experienced by customers via the various communication channels made available to them
- Act as a technical resource for level 1 technical support agents
- Assist new employees and facilitate their integration
- Promote the acquisition and retention of knowledge
- Establish the customer’s problem regarding all products
- Diagnose and resolve technical problems
- Involve level 1 technical support agents in resolving daily problems
- Add fixed IP addresses and release them when necessary
- Handle tickets (issues) in follow-up and escalation by other departments
- Evaluate the status of certain situations and refer to the appropriate internal stakeholders if necessary
- Management of requests from several departments
- Participate in the evaluation of the quality of level 1 advisors
- Ensure monitoring of certain alarms and notify the resource people who will have to take charge
- Carry out advanced tests on products according to requests
- Achieve quality indices and encourage them to be exceeded
- Check and process the different ticket pools on a regular basis and ensure that requests are processed within the required time
- Perform level 1 agent tasks when required and respond to excess calls
**Qualifications**:
- Completed high school diploma
- Training in computing or networking or technical support one (or the equivalent)
- 2 to 4 years of experience as a level 1 technical support advisor
- Communication skills, both oral and written
- Good listening and analytical skills
- Be oriented towards customer service and problem solving
- Ability to perform several tasks simultaneously
- Be an organized and proactive person
- Like to take initiative and be a good, positive leader
- Ability to make presentations and communicate clearly
- Work independently, demonstrate leadership and be able to make decisions for yourself
- Have a very good analytical mind, be oriented towards problem solving
- Knowledge of the telecommunications sector (asset)
- 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
**Conditions of employment**:
- Full-time position (40 hours/week)
- Position attached to the Saint-Hyacinthe office (Workways Remote profile)
Adequate knowledge of French is required for positions in Quebec.
**Additional Information**:
**Position Type**:Non Management
**Job Status**:Regular - Full Time
**Job Location**:Canada : Quebec : Montreal || Canada : Quebec : Saint-Hyacinthe || Canada : Quebec : Sherbrooke || Canada : Quebec : Trois-Rivières
**Work Arrangement**: Remote
**Application Deadline**:03/11/2025
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, Saint-Hyacinthe
