Specialist, Implementation

Bell Canada; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company is seeking a Specialist, Implementation to enhance customer service for enterprise clients. This role involves coordinating service requests and ensuring high-quality solutions. The ideal candidate will have experience in the telecommunications sector, strong analytical skills, and excellent communication abilities. Join a diverse team focused on innovation and customer satisfaction.

Benefits

Medical Benefits

Dental Benefits

Vision Benefits

Mental Health Benefits

35% Discount on Services

Qualifications

• 2+ years industry experience required.
• In-depth knowledge of telecommunications industry.

Responsibilities

• End-to-end coordination of customer-triggered service requests.
• Identify service improvement opportunities.

Skills

Analytical Skills

Communication

Multitasking

Teamwork

Education

Business Administration or Engineering degree

Tools

Service Now

Maximo

Microsoft Office

Job description

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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.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

The Specialist, Implementation 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 requests. 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 Specialist, Implementation plays a key role and is an integral part of the end-to-end solution.

Key Responsibilities

• Responsible for E2E coordination of customer-triggered service requests, ensuring quality, time, and cost targets are met
• Produce and review post-mortem reports in a timely manner
• Facilitate governance meetings with various partners (Business Office, Network & Field Services)
• Coordinate with internal teams, partners and third-party suppliers in the managed services and custom deal product space 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 life cycle of the customer’s request
• Identify service improvement opportunities and analyze risk assessments
• Act as the customer’s single point of contact and escalation point for all service provisioning related requests, providing customer with ongoing status and ensuring quality control

Critical Qualifications

• 2 years or more industry experience
• English required: interaction with English speaking stakeholders across Canada
• In-depth knowledge of the telecommunications industry:
  • Data Centers
  • Managed Services (Voice and Data),
  • LAN/WAN technologies
  • Applications (e-mail, client-server applications… etc.)
  • 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

• Business Administration or Engineering degree or equivalent
• Knowledge of Service Now, Maximo or other ITSM systems or similar Network Vendors
• 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

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

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 mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

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 [e-mail] 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 f or other ways to contact us.

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