Customer Care and Call Centre

Bilingual Technical Support Representative, Alarmforce

Req Id: 260752 


AlarmForce, a Bell Canada Company, combines innovative technology with exceptional service to deliver advanced security and automation to residential and small business customers.


If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.


Bilingual Technical Support Representative, Alarmforce


The Technical Support Advisor is responsible for quickly resolving customer issues, including system, scheduling, updates, break-ins and critical emergencies, as well as responding to inquiries about products and services.  The Technical Support Advisor should be aware of all products and services offered as well as general and customer policies to ensure that accurate information is provided to all clients. Responsibilities also include, but are not limited to, performing tests on all hardware components, detecting and solving problems, performing repairs and escalating customer complaints as required. 


Key Responsibilities:


  • Answer customers' questions and solve their problems at first contact
  • Establish good relationships with clients by showing empathy and sensitivity, asking them relevant probing questions and making sure they understand their problem.
  • Assume responsibility for customer issues and follow up on a timely basis to ensure the problem has been resolved
  • Forward issues requiring further assistance to the appropriate internal responder and follow up on a timely basis to ensure the problem has been resolved
  • Provide immediate support for emergencies
  • Participate regularly in training on products and services, customer service, general and operational policies and corporate initiatives, in order to maintain a good knowledge of all products and services
  • Concisely document all problems and their resolution in the customer relationship software tool
  • Strive to meet and exceed monthly performance goals



Education / Experience Requirements:


  • Post-Secondary Education in a related field (i.e. networking, computer science, security, etc.), or High School Diploma with equivalent work experience, preferred
  • Previous experience in a technical support call centre environment, valuable
  • Proficient with MS Office Suite (Word, Outlook, Excel, etc.)


Other Requirements:

  • Exceptional ability to listen, communicate, understand and respond
  • Ability to work independently, as well as with close supervision
  • Personal motivation, excellent organizational skills and exceptional time management skills
  • Ability to take responsibility for achieving a set of goals and targets
  • Excellent team spirit, desire to help others
  • Ability to handle multiple tasks at once
  • Ability to build strong relationships with clients



Bilingualism is an asset (English and French)


Additional Information:

Position Type: Non Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 08/31/2020

Please apply directly online to be considered for this role. 


Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.


Created: Canada, ON, Toronto


Bell, one of Canada's Top 100 Employers.