About the Company
Bell Canada is Canada’s largest communications company, providing a comprehensive range of broadband wireless, internet, TV, multimedia, and business communications services. With a rich history of innovation, Bell connects Canadians from coast to coast to coast, offering leading-edge technology and a commitment to customer service and community engagement. We are dedicated to fostering a diverse and inclusive workplace where every team member can thrive.
Job Description
Join Bell Canada as an Online Helpdesk Ticket Router in a 100% remote capacity! This is an excellent entry-level opportunity for individuals passionate about technology and eager to kickstart their career in IT support. As a Ticket Router, you will be the crucial first point of contact, ensuring that incoming technical support requests are accurately categorized and directed to the appropriate resolution teams. Your organizational skills and keen eye for detail will be vital in maintaining efficient workflows and contributing to a seamless customer and employee experience. This role is perfect for someone with strong communication skills and a desire to learn in a fast-paced, supportive environment.
Key Responsibilities
- Monitor and manage incoming IT support tickets through various channels (email, chat, web portal).
- Accurately categorize, prioritize, and assign tickets to the correct technical support teams or individuals based on predefined protocols.
- Perform initial triage to gather essential information from users, ensuring tickets are complete before escalation.
- Communicate clearly and professionally with users to acknowledge receipt of tickets and provide status updates.
- Maintain and update internal knowledge base articles related to ticket routing and common issues.
- Identify recurring issues or trends and escalate to management for proactive solutions.
- Adhere to service level agreements (SLAs) for initial response and routing times.
- Collaborate with various IT teams to understand their specialties and ensure accurate ticket distribution.
Required Skills
- Strong organizational and time management skills.
- Excellent written and verbal communication abilities.
- Basic understanding of common computer hardware and software.
- Proficiency with standard office software (e.g., Microsoft Office Suite).
- Ability to work independently and as part of a remote team.
- Problem-solving aptitude with a keen attention to detail.
- Comfortable learning new technologies and systems quickly.
Preferred Qualifications
- Prior experience in a customer service or administrative role.
- Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
- Basic knowledge of networking concepts.
- Relevant certifications (e.g., CompTIA A+).
- Post-secondary education in IT, Computer Science, or a related field (or equivalent practical experience).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Employee discounts on Bell products and services.
- Opportunities for professional development and career growth.
- Access to a robust learning platform and training resources.
- Employee assistance program.
- Remote work setup support.
- Company-matched retirement savings plan.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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