Service Management Analyst - Jobs in Rexdale, ON

Job Description

45459 - Rotation - 14 monthsRepresentation: SOCIETYJob code: 734806Pay information: Schedule 1 / MP2Hours of work (per week): 35 Hours per week, Monday to FridayShift work: NoNumber of positions: 1Work location: C09 - Richview TS - 65 Kelfield Street, Rexdale, ON M9W 5A3Department: TEL OPRTNS / CUST SRVC / SRVC MGMT (10004556)Service Management AnalystGeneral Accountabilities:

• Provide basic sales and operational support of telecommunications cloud-based products and services, IPS products etc. via all media
• Able to support all internal and external customer requests, queries through the ACD.
• Assist with day-to-day telecommunications operations, analysis, and troubleshooting.
• Prepare knowledge base/job aid documents and process maps for all of Acronym’s products and services.
• Proven call center experience in the operation of all Voice Applications (call routing, desk and soft-phones, voice mail, digital voice recording, etc.).
• Working knowledge on tools such as D365, ServiceNow (Case & Incident Module) and Remedy
• As a call centre you must be willing to cover the working hours spread over two shifts between 8.00am to 6.00pm, as assigned by the manager.
• Ability to multitask within different software systems, strong keyboarding skills, MS Office, Outlook or equivalent
• Assist in the customer service management functions pertaining to Telecom customer contracts and support the Service Manager.
• Communicate effectively and appropriately when dealing with customers or Sales Representatives.
• Following standard processes, use departmental tools to; submit Incidents, commission services, or resolve issues.
• Prepare customer reports and use departmental systems.
• Attend progress meetings, document project status and provide customers and Management with written information, including project in-service dates.
• Recommend ways to improve on the customer service processes.
• Ensure customer contractual information is recorded and provided to the appropriate work groups within the department.
• Work with internal staff to ensure smooth delivery of customer services.
• Assist with the Customer Satisfaction Surveys, including documentation, calls and follow-up work, as required.
• Prepare and maintain customer contact information for Acronym Solutions services.
• Follow guidelines to ensure information is kept up to date.
• Arrange for and track the purchase of customer service materials.
• Assist in the evaluation of new Customer Management processes.
• Perform other duties as required.Selection CriteriaEssential Knowledge:

• Requires knowledge of business administration and computer technology to assist in the management of contractual agreements and processes for analyzing, presenting and reporting information.
• Requires a good knowledge of English including written and verbal communication skills to effectively prepare correspondence, assist in discussions or interact with customers.
• This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).Essential Experience:

• Requires a strong understanding of telecom services and business processes related to customer service functions.
• Requires experience with ITSM, CRM and Granite to update and extract data.
• Requires an understanding of customer surveys and working effectively with a wide range of people as well as the ability to handle multiple tasks while adhering to stringent deadlines.
• Requires experience with various software applications such as MS Office and Excel skills to manipulate data to produce various technical reports.

A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.Hydro One employees, you can apply online via the Careers module in Success Factors. To access Success Factors, click on the Talent Management link in the Applications drop-down menu on the HydroNet site. Otherwise, if you do not have Hydro One computer access, forward your application to Careers@HydroOne.com. In the event you are experiencing difficulties applying to this job please visit myHR.Deadline: October 3 2022Questions about the posting should be directed to the hiring manager. If you are selected for an interview or further evaluation and require special accommodations please speak with the hiring manager.Hiring Manager/Interviewer:George FazariNOTE: An Employee who is the successful applicant to a vacancy that results in a move between the Hydro One companies (Hydro One Networks, Hydro One Telecom and Hydro One Remotes) will have his/her EI and CPP deductions restarted. If as a result of the restart of these deductions the employee over contributes to EI and/or CPP, the employee will be eligible for a refund of the over contribution through their personal income tax return. For further details, please contact the HR Support Centre.Job Segment: Service Manager, Telecom, Telecommunications, Call Center, Manager, Customer Service, Technology, ManagementQuick Apply

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