Consultant Operational Support - Montréal, Canada - Bell Canada

Bell Canada
Bell Canada
Verified Company
Montréal, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Req Id: 412758


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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell's network for our residential and business customers.


The Consultant Operational Support also acts as an Incident Manager and 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 Manager, Client Service Operations 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
  • Ability to provide leadership and technical guidance throughout Major Incident lifecycle
  • 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
  • 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
  • Acts as the single point of contact for all customer escalations and service assurance related issues ensuring quality control

Critical Qualifications:


  • 2 years or more industry experience
  • Indepth knowledge of telecommunications industry:
  • Data Centers
  • Managed Services (Voice and Data),
  • LAN/WAN technologies
  • Security Solutions
  • VoIP
  • Maintain quality and efficiency in a constantly evolving environment
  • Ability to work under pressure 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

Preferred Qualifications:


  • Electrical Engineering or Computer Sciences degree or equivalent
  • Knowledge of Cisco, Juniper, F5, or similar Network Vendors
  • MicroStrategy
  • Microsoft Office products
  • ITIL Foundations
LI-PG

talent

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 : Montreal


Work Arrangement:
Hybrid


Application Deadline:07/28/2023


Created:
Canada, QC, Montreal


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