Customer Service Technician (level 2 or 3) at Bell Canada

Etobicoke, Mississauga, Toronto
Posted 2 years ago

About the Job

Key Responsibilities:

  • Respond and troubleshoot alerts received from system or issues reported by customers; resolve or  escalate as required to ensure integrity of the customer’s system
  • Provides technical guidance to less experienced staff
Duties / Deliverables:

As part of the Customer Technical Support team, perform Tier 3 technical support to Solacom customers

  • Respond and troubleshoot alerts received from system or other customer issues; resolve or escalate as required to ensure integrity of the customer’s system
  • Handle escalation from Level 1 and Level 2 technicians; provide technical leadership and guidance.
  • Handle recurrent or complex problems in order to provide long term solution or preventive measures
  • Write troubleshooting guide, FAQ and knowledge base articles to facilitate diagnostic and resolution 
  • Work with customers to resolve problems
  • Opening trouble tickets, documenting action steps and the resolution of the problem including follow-up
  • Generating reports and returns, update system documentation for customer installations
  • Assessing existing systems and providing recommendations for improvement
  • Dispatch on-site technician when required.
  • Work with manager to Serve as liaison between customers and Solacom’s Research and Development technical staff by communicating problems and trends in order to assist in correcting errors

 

Skills/Qualifications:

  • Electronic Technician or Technologist Diploma/Telecommunication Technician or equivalent experience
  • Knowledge of VoIP and IP Networking and Telephony
  • Knowledge of all equipment in common use in Central Office and remote sites,
  • An understanding of industry standard installation practices and policies for equipment, power and grounding
  • Good problem solving skills;  Good computer skills (Windows and Linux)
  • Self-motivated and good judgement;  Proven ability to work unsupervised
  • Good interpersonal skills when working with peers and customers
  • High level of professionalism and integrity

Job Features

Job CategoryCustomer Service

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