Job Function: Assist in the customer service management functions pertaining to internal and external Telecom customers and support the Service Manager.

We are seeking a highly analytical and business-focused analyst to transform complex data into meaningful insights that support decision-making and operational excellence.

In this role, you will develop and maintain interactive dashboards, reports, and visualizations using tools such as Tableau, Power BI, SQL, and Excel, while working closely with stakeholders to understand business needs and deliver compelling data-driven stories.

Success in this role requires strong expertise in data analytics, data visualization, and business processes, along with the ability to translate large-scale datasets into actionable insights within a customer service and telecommunications workplace.

Job Description: Assist in the customer service management functions pertaining to Telecom customer contracts and support the Service Manager.

Communicate effectively and appropriately when meeting with customers or Sales Representatives.

Provide departmental tools to submit Incident Requests, following standard processes, for the installation and commissioning of customer services.

Prepare customer reports and use departmental systems.

Make recommendations for automation of processes, where applicable.

Visit customer sites, to promote Hydro One Telecom Services, as required.

Submit all relevant information to the Telecom Operations Provisioning Group for each new customer service contract as required.

Attend progress meetings, document project status and provide customers and Management with written information, including project in service dates.

Assist in obtaining acceptance of customer services.

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 provisioning of customer services.

Assist in the preparation of the Customer Satisfaction Surveys, including the documentation and do follow-ups, as required.

Prepare and maintain customer contact information for Hydro One Telecom services.

Follow guidelines to ensure information is kept up to date.

Maintain contract files and follow established processes for distribution of Legal paperwork.

Monitor costs and keep as low as possible commensurate with job requirements.

Review costs and provide explanations for variances from estimated costs.

Arrange for and track the purchase of customer service materials.

Follow procedures and practices, safety or otherwise, when visiting a Telecom site or arranging for site visits by customers.

Assist in the evaluation of new Customer Management processes.

Perform other duties as required.

Selection Criteria: Requires an understanding of the telecom business processes related to customer service management functions.

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 ARS/HP and Xng to update and extract data.

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.

Education: 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).

📌 Service Management Analyst (Toronto)
🏢 Hydro One Networks
📍 Toronto