Technical Support Advisor, Level 1, Maskatel

at  BELL

Req Id: 420152
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, and in a Call Center context, the level 1 technical support advisor responds to customers who contact the company with technical problems related to telecommunications services and products offered by the company such as internet, television and telephony.

CRITICAL QUALIFICATIONS

• Have a completed high school diploma
• DEP in computing, networking or technical support (or equivalent knowledge)
• 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
• Have excellent problem-solving skills
• Have customer service skills
• Demonstrate good listening skills and great ease of expression
• Be a good popularizer
• Be in control of emotions (your own and those of clients)
• Be an excellent team player
• Have teaching or coaching skills (knowledge transfer)
• Versatile and good adaptability
• Methodical and rigorous

KEY RESPONSIBILITIES

• Respond to requests for technical support related to the various technical issues experienced by customers via the various communication channels made available to customers (telephone, chat, etc.)
• Create a ticket for each customer contact and make sure to document it well
• Diagnose problems
• Solve technical problems by supporting the customer throughout the process
• Escalate issues (via tickets) to a higher level as needed and ensure follow-up
• Carry out exchanges of defective equipment if necessary
• Call newly connected customers to check the quality of service and answer questions if necessary
• Take voicemail messages and follow up on them

PLEASE APPLY DIRECTLY ONLINE TO BE CONSIDERED FOR THIS ROLE. APPLICATIONS THROUGH EMAIL WILL NOT BE ACCEPTED.

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.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.
Created: Canada , QC , Montreal