Technical Support Advisor, Level 1, Maskatel

Bell; Saint-Hyacinthe; Remote; CAD 40,000 - 50,000; Full time

Job summary

Une entreprise dans le secteur des télécommunications recherche un conseiller technique niveau 1 pour son bureau de Saint-Hyacinthe. Le poste consiste à fournir un support technique aux clients concernant les services de télécommunications. Les candidats doivent avoir un diplôme d'études secondaires et des compétences en service à la clientèle. Ce rôle offre un emploi à temps plein dans un environnement collaboratif.

Qualifications

• Diplôme d'études secondaires complété.
• DEP en informatique, réseautique, ou support technique (connaissances équivalentes).
• Connaissance de l'anglais et du français, à l'oral et à l'écrit.

Responsibilities

• Répondre aux demandes de support technique des clients.
• Diagnostiquer et résoudre les problèmes techniques.
• Créer et documenter les tickets de support.

Skills

Résolution de problèmes

Service à la clientèle

Écoute active

Expression claire

Polyvalence

Capacité d'adaptation

Education

Diplôme de fin d'études secondaires

DEP en informatique ou support technique

Job description

Req Id: 424919

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.

Main 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
  
  

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
  
  

Conditions of employment

• Position attached to the Saint-Hyacinthe office (Workways Remote Profile)
• Full-time position (40 hours/week)
  
  

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Non Management

Job Status: Regular - Full TimeJob Location: Canada : Quebec : Saint-Hyacinthe || Canada : Quebec : Montreal || Canada : Quebec : Sherbrooke || Canada : Quebec : Trois-Rivières

Work Arrangement: Remote

Application Deadline: 08/15/2025

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 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 [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 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 , Saint-Hyacinthe

424919