Client Representative Service Assurance Escalation Business Markets, Unifor (Req 217000)

Position Profile: 539
Salary Group: 12
Job Location Address: 78 O’Connor St., Ottawa, ON
Job Status: Temporary Part-Time
Number of Positions: 1
Application Deadline: December 9, 2018


Please take note that for all job postings of a temporary nature, priority will be given to surplus employees

Name and description of the hiring department:

The International Network Management Centre (INMC) provides Level I &II Service Assurance for the Voice Network on a 7/24 basis. The INMC has overall accountability for analyzing live traffic and isolating the problem; resolving troubles by provisioning in the network and reporting outages.

Job Duties / Accountabilities:

  • Provide Level I & II Service Assurance for Toll Free Services; International & Cross Border Traffic; LNP and AIN; as per the MTTR guidelines.
  • Collaborate with Bell internal groups (various help desks, Business Office, 611, etc.) and service managers to resolve trouble reports.
  • Provision in SMS & SMS800.
  • Support Online Control Route customers.
  • Extensive interaction with various service providers including Overseas Carriers.
  • Reset passwords for various applications.
  • Analyze call patterns from INUTS application.
  • Monitor alarms from various Bell applications.
  • Activate Emergency Re-route and Preplans for Bell external customers.
  • Assist with Toll Free cutovers for Bell’s major customers.

Essential Qualifications / Competencies:

  • Individuals must be bilingual, ability to communicate effectively both verbally, written or over the phone.
  • Should possess the ability to analyse and absorb complex data and handle diversity.
  • Individual must be able to cope with frequent interruptions, emergencies, workload rearrangements, difficult customers and stressful situations.

Preferred Qualifications / Competencies:

  • Extensive knowledge of specific components of the network and voice services such as Toll Free (end to end), AIN, 900, International (Overseas Traffic), Cross Border Traffic.
  • BCRIS.
  • Frontline leadership training or extensive direct customer contact.
  • An in-depth knowledge of the following:
    • OSS/Platforms such as NETS,
    • INUTS,
    • Internet,
    • SMS,
    • SMS800,
    • HMI,
    • ASMS/SOA, and
    • Online Control Route.
  • Knowledge of internal Bell structure and department accountabilities.
  • A good understanding of telephony and a fundamental knowledge of telephone switching and network technologies.

Working Conditions:

  • 7/24 environment.
  • Incumbent will be required to work scheduled shift work and weekends (by seniority).