Manage customer escalations across Bell Canada’s hybrid operations environment, coordinating communications and expectations through complex service issues.
As the single point of contact for customer escalations, the Incident Manager supports service assurance within Bell Business Markets. You collaborate with internal teams, partners, suppliers, and executives while maintaining clear communications throughout each problem record lifecycle. The position serves enterprise customers using managed voice, data, network, and security services.
Key Responsibilities:
- Remain available around the clock for escalations
- Manage customer communications throughout problem record lifecycles
- Coordinate internal teams, partners, and suppliers
- Ensure quality control across problem and incident activities
- Provide updates to internal business groups and executives
Requirements:
- Proven customer service and communication skills
- Robust analytical skills with deductive reasoning
- Knowledge of LAN/WAN technologies and VoIP
- Knowledge of security solutions and managed voice and data
- Electrical Engineering or Computer Sciences degree preferred
Combine escalation management, executive communications, and network service knowledge to support Bell’s customer-centric operations.
📌 Customer Escalation Manager Bell Canada (Montreal)
🏢 Bell
📍 Montreal