Consultant Operational Support
Consultant Operational Support
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1 Vacancy
Job Description
Req Id:424448
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. Its all developed and delivered by the members of #TeamBell and were 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.
In Field Services you will be a part of the frontline team that delivers our services to consumers and businesses across Canada. Every day youll inspire others by providing the best customer experience as you install repair and maintain Bells services and network for our residential and business customers.
At Bell youll be on the frontline of our commitment to delivering an outstanding end-to-end experience that helps set us apart in digital connections and next generation services.
Summary
Within the Bell Canada Business Market Enterprise segment and Managed Services has the overall accountability to support our customers with Day 2 activities.
The Bilingual Consultant Operational Support 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 Bilingual Consultant Operational Support 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
Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
Ability to provide leadership and technical guidance on Major Incident conference calls.
Proactive approaches to eliminate problematic trends
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
Ensure quality control on Problem/Incident activities
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
The Incident Manager acts as the single point of contact for all customer escalations and service assurance related issues
Critical Qualifications
3 years or more industry experience
Bilingualism is required (English and French)
In-depth knowledge of telecommunications industry; More specifically in the following fields:
o Data Centers
o Managed Services (Voice and Data)
o LAN/WAN technologies
o Applications (e-mail client-server applications etc.)
o Security Solutions
o VoIP
Proven customer service skills soft skills
Meticulous and adheres to quality delivery at all times
Strong analytical skills with deductive reasoning capabilities soft skills
Technical know-how and advanced knowledge of Bell Business Market products and services soft skills and cannot know BBM
A recognized leader with a proven track record of using teamwork to create a competitive advantage soft skills
Preferred Qualifications/Competencies
- Preferred Electrical Engineering / Computer Sciences degree or equivalent
- Preferred Certification training in Cisco Juniper F5and similar Network Vendors
- MicroStrategy
- 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
Job Location: Canada : Quebec : Quebec City
Canada : Quebec : Montreal
Canada : Quebec : Verdun
Work Arrangement: Hybrid
Application Deadline: 08/03/2025
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 know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll 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 youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
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 youll 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 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: CanadaQC Montreal
Bellone of Canadas Top 100 Employers.
Required Experience:
Contract
Employment Type
Full Time
