Bilingual Consultant Operational Support

Req Id: 424448

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have - making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

In Field Services you will be a part of the frontline team that delivers our services to consumers and businesses across Canada. Every day, you’ll inspire others by providing the best customer experience as you install, repair and maintain Bell’s services and network for our residential and business customers.

At Bell, you’ll be on the frontline of our commitment to delivering an outstanding end-to-end experience that helps set us apart in digital connections and next generation services.

**Summary**:
Within the Bell Canada Business Market Enterprise segment and Managed Services has the overall accountability to support our customers with Day 2 activities.

The Bilingual Consultant Operational Support is accountable to provide pro-active or re-active solutions for all the different aspects of Problems ‘related to customers’. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Bilingual Consultant Operational Support plays a key role and is an integral part of the end-to-end solution.

**Key Responsibilities**:

- Available 7/24 for escalations
- Responsible to implement solutions to improve the customer experience
- Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
- Ability to provide leadership and technical guidance on Major Incident conference calls.
- Proactive approaches to eliminate problematic trends
- Produce and Review Post Mortem Reports in a timely manner
- Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
- Coordinate with internal teams, partners and suppliers to establish communications and manage expectations
- Ensure quality control on Problem/Incident activities
- Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues

**Critical Qualifications**:

- 3 years or more industry experience
- Bilingualism is required (English and French)
- In-depth knowledge of telecommunications industry; More specifically in the following fields:

- Data Centers
- Managed Services (Voice and Data),
- LAN/WAN technologies
- Security Solutions
- VoIP
- Proven customer service skills soft skills
- Meticulous and adheres to quality delivery at all times
- Strong analytical skills with deductive reasoning capabilities soft skills
- Technical know-how and advanced knowledge of Bell Business Market products and services soft skills and cannot know BBM
- A recognized leader with a proven track record of using teamwork to create a competitive advantage soft skills

**Preferred Qualifications/Competencies**:

- Preferred Electrical Engineering / Computer Sciences degree or equivalent
- Preferred Certification training in Cisco, Juniper, F5, and similar Network Vendors
- MicroStrategy
- Microsoft Office products
- ITIL Foundations

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**: Management

**Job Status**:Regular - Full Time

**Job Location**: Canada : Quebec : Quebec City || Canada : Quebec : Montreal || Canada : Quebec : Verdun

**Work Arrangement**: Hybrid

**Application Deadline**: 07/20/2025

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and me