Req Id: 422162
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\r
Reporting to the Supervisor, Technical Support, the person occupying the position of Level 2 Technical Support Advisor responds to customers who contact the company with technical problems related to products, assists Level 1 technical support advisors and acts as reference for the operations sector (technicians, etc.).
Main responsibilities\rRespond to requests for technical support, related to the various technical issues experienced by customers via the various communication channels made available to themAct as a technical resource for level 1 technical support agentsAssist new employees and facilitate their integrationPromote the acquisition and retention of knowledgeEstablish the customer’s problem regarding all productsDiagnose and resolve technical problemsInvolve level 1 technical support agents in resolving daily problemsAdd fixed IP addresses and release them when necessaryHandle tickets (issues) in follow-up and escalation by other departmentsEvaluate the status of certain situations and refer to the appropriate internal stakeholders if necessaryManagement of requests from several departmentsParticipate in the evaluation of the quality of level 1 advisorsEnsure monitoring of certain alarms and notify the resource people who will have to take chargeCarry out advanced tests on products according to requestsAchieve quality indices and encourage them to be exceededCheck and process the different ticket pools on a regular basis and ensure that requests are processed within the required timePerform level 1 agent tasks when required and respond to excess callsQualifications\rCompleted high school diplomaTraining in computing or networking or technical support one (or the equivalent)2 to 4 years of experience as a level 1 technical support advisorCommunication skills, both oral and writtenGood listening and analytical skillsBe oriented towards customer service and problem solvingAbility to perform several tasks simultaneouslyBe an organized and proactive personLike to take initiative and be a good, positive leaderAbility to make presentations and communicate clearlyWork independently, demonstrate leadership and be able to make decisions for yourselfHave a very good analytical mind, be oriented towards problem solvingKnowledge of the telecommunications sector (asset)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 stakeholdersConditions of employment:\rFull-time position (40 hours/week) Position attached to the Saint-Hyacinthe office (Workways Remote profile)
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Non Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal || Canada : Quebec : Saint-Hyacinthe || Canada : Quebec : Sherbrooke || Canada : Quebec : Trois-Rivières
Work Arrangement: Remote
Application Deadline: 03/11/2025
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 recruitment@bell.ca 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.
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Created: Canada , QC , Saint-Hyacinthe