About the Company
Bell Canada is Canada’s largest communications company, providing a comprehensive range of advanced communication services to residential and business customers across Canada. We are committed to innovation, customer satisfaction, and fostering a dynamic work environment. Join our team and be part of a company that connects millions of Canadians every day.
Job Description
We are seeking a highly motivated and detail-oriented Remote IT Outage Dispatcher to join our team. This is a critical, high-paced role involving shift work, where you will be responsible for managing and dispatching IT support technicians in response to service outages and critical incidents. You will act as the central point of contact, ensuring rapid response, effective communication, and efficient resolution of technical issues. The ideal candidate thrives under pressure, possesses excellent organizational skills, and can communicate clearly in urgent situations. This is a 100% remote position, requiring a dedicated home office setup.
Key Responsibilities
- Monitor incoming IT outage alerts and service requests with urgency.
- Prioritize and categorize incident tickets based on impact and severity.
- Efficiently dispatch appropriate IT field technicians or remote support teams to address outages.
- Maintain clear and constant communication with affected customers and internal stakeholders.
- Track the progress of outage resolutions, providing real-time updates.
- Escalate unresolved issues to senior management or specialized teams as necessary.
- Document all dispatch activities, communications, and resolution steps accurately in the system.
- Work collaboratively with IT operations, network operations, and customer service teams.
- Adhere to established service level agreements (SLAs) and operational procedures.
- Participate in a rotating shift schedule, including evenings, weekends, and holidays.
Required Skills
- Minimum 6 months experience in a dispatch, call center, or customer service role.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities in a fast-paced environment.
- Proficiency with basic computer applications and data entry.
- Ability to remain calm and focused under pressure.
- Reliable high-speed internet connection and a quiet, dedicated home workspace.
Preferred Qualifications
- Experience with IT service management (ITSM) tools (e.g., ServiceNow, JIRA).
- Basic understanding of IT infrastructure, networking, or telecommunications.
- Previous experience in an IT support or technical dispatch role.
- Post-secondary education in a related field (e.g., IT, Business Administration).
Perks & Benefits
- Competitive hourly wage with shift premiums.
- Comprehensive health and dental benefits package.
- Opportunities for career growth and professional development.
- Access to Bell employee discounts on services.
- Paid time off and holiday pay.
- Fully remote work model, offering flexibility and work-life balance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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