Technical Support Representative, AAA

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AAA Alarm Systems Ltd., a Bell MTS Company, combines innovative technology with exceptional service to deliver advanced security and automation to residential and small business customers.

Position: Technical Support Representative (Bilingual French and English preferred)

Job Status: Regular - Full Time

The Technical Support Advisor is responsible for quickly resolving customer issues, including system, scheduling, updates, break-ins and critical emergencies, as well as responding to inquiries about products and services. The Technical Support Advisor should be aware of all products and services offered as well as general and customer policies to ensure that accurate information is provided to all clients. Responsibilities also include, but are not limited to, performing tests on all hardware components, detecting and solving problems, performing repairs and escalating customer complaints as required.

Key Responsibilities:

Answer customers' questions and solve their problems at first contact
Establish good relationships with clients by showing empathy and sensitivity, asking them relevant probing questions and making sure they understand their problem.
Assume responsibility for customer issues and follow up on a timely basis to ensure the problem has been resolved
Forward issues requiring further assistance to the appropriate internal responder and follow up on a timely basis to ensure the problem has been resolved
Provide immediate support for emergencies
Participate regularly in training on products and services, customer service, general and operational policies and corporate initiatives, in order to maintain a good knowledge of all products and services
Concisely document all problems and their resolution in the customer relationship software tool
Strive to meet and exceed monthly performance goals

Education / Experience Requirements:

Post-Secondary Education in a related field (i.e. networking, computer science, security, etc.), or High School Diploma with equivalent work experience, preferred
Previous experience in a technical support call centre environment, valuable
Proficient with MS Office Suite (Word, Outlook, Excel, etc.)

Other Requirements:

Exceptional ability to listen, communicate, understand and respond
Ability to work independently, as well as with close supervision
Personal motivation, excellent organizational skills and exceptional time management skills
Ability to take responsibility for achieving a set of goals and targets
Excellent team spirit, desire to help others
Ability to handle multiple tasks at once
Ability to build strong relationships with clients

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Bilingualism is an asset (English and French)

Additional Information:
Application Deadline: 12/31/2021
Position Type: Non Management
Position Level: Non Management
Job Status: Regular - Full Time

Flexible work profile: Remote
Job Location: Canada : Manitoba : Winnipeg

At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.