Bell – Customer Representative- Help, Escalation Desk, Bell Canada – London, ON

Company: Bell

Location: London, ON

Expected salary:

Job date: Tue, 19 Aug 2025 22:57:27 GMT

Job description: Req Id: 424279At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.Join us. You belong at Bell.Become an integral part of our Customer Experience team, where you will be at the forefront of shaping our customer journeys. You will build on Bell’s Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative, customer-centric processes, policies, products and services, while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.As part of our team, you will be at the heart of our customer experiences.Name and description of the hiring department:The Business Data Provisioning and Assurance team, part of Field Services, manages the activation and repair of data service solutions for Enterprise, SMB, and Wholesale customers nationwide. We partner with BBM, Field Services, and Network teams to ensure rapid service activation and repair. This team handles activations, prioritizes tasks, and manages emergency repair escalations, providing support to our national teams.We are looking for a front-end-facing associate that can manage resources, internal teams, and customer communication while improving processes and service. A successful candidate will be knowledgeable of public or private telecommunications networks with emphasis on IP, Data, Broadband, and Integrated Services. Experience in the ‘operations’ of a telecommunications networks and service level management for both networks and applications would be an asset.If you have the desire to work in a fast-paced environment, on a strong technical team while supporting Bell’s data products, then the Business Data Provisioning team is the place to be.Job Duties / Accountabilities:

  • In the Help Desk / Escalation role you will be a single point of contact (SPOC) between internal and external groups, managing incidents, service requests and communicating with customers and suppliers
  • Performs service & process audits and postmortems with recommendations for improvements
  • Responsible for loading/assigning customer provisioning orders to associates based on critical dates
  • Manage tickets/orders until completion/closure; escalating to support manager when required
  • Coordinate customer approved Changes (Changed Management)
  • Workload queue & prioritization management
  • Actively prioritize problems with internal/external suppliers and service partners to ensure outage time is minimized
  • Coordinate the isolation of common failures and drive timely re-establishment across teams
  • Always Demonstrate Business Ethics and Corporate Values

Essential Qualifications / Competencies:

  • Ability to work under pressure and within tight timelines and new situations
  • Very strong time management skills with the ability to multi-task
  • Strong negotiation, conflict resolution and relationship building skills
  • Ability to work as a team and in partnership with different departments
  • Customer service experience
  • Focus on quality and resolution, prioritizing the client experience
  • Excellent communication, presentation and interpersonal skills
  • Microsoft Office suite (Word, Excel, PowerPoint) Basic level

Preferred Qualifications / Competencies:

  • Knowledge of Networking
  • Knowledge of internetworking LAN/MAN/WAN
  • Knowledge of IP products and services (IPVPN, MPLS)
  • Knowledge of Legacy – Broadband products and services (T1, ATM, OE, NGCE)
  • Knowledge of vendor product (Cisco, Juniper, Nortel and Alcatel)
  • Bilingual writing and speaking (French/English)

Working Conditions:

  • This service operates Monday to Friday, 7:00 AM – 5:30 PM. Candidates must be flexible and able to work varying schedules based on business needs, including overtime
  • Candidates must be available and flexible to work on statutory holidays as required

#EmployeeReferralProgramAdequate knowledge of French is required for positions in Quebec.Additional Information:Position Type: UnionJob Status: Regular – Full TimeJob Location: Canada : Ontario : London || Canada : Ontario : Toronto || Canada : Quebec : MontrealWork Arrangement: RemoteApplication Deadline: 08/15/2025For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.Please apply directly online to be considered for this role. Applications through email will not be accepted.We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you’ll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you’ll enjoy a 35% discount on our services and access exclusive offers from our partners.At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the or visit our for other ways to contact us.Artificial intelligence may be used to assess parts of your application. Please review our privacy policy ( ) to learn more about how we collect, use, and disclose your personal information.Created: Canada, ON, LondonBell, one of

Fivetran – Senior Escalation Manager – Toronto, ON

Company: Fivetran

Location: Toronto, ON

Expected salary:

Job date: Fri, 25 Jul 2025 07:56:05 GMT

Job description: About the RoleFivetran is seeking a highly experienced and strategic Senior Escalation Manager to join our world-class Support team. In this role, you will take ownership of the most complex, high-impact customer escalations, partnering with internal teams and senior stakeholders to drive resolution and improve overall customer experience. As a senior leader within the Escalation Management function, you will not only manage critical escalations but also influence process improvements, mentor team members, and play a pivotal role in our customer advocacy and escalation strategy.As a Senior Escalation Manager, you will lead the coordination and resolution of our most urgent and impactful customer issues. You’ll work across support, engineering, product, and customer success teams to reduce friction, drive accountability, and ensure excellent customer outcomes. You’ll also help shape the long-term direction of our escalation management function.The ideal candidate brings deep technical understanding, exceptional judgment under pressure, and a collaborative mindset. You should have a minimum of 7+ years of experience managing technical escalations, with a proven ability to influence cross-functional teams and drive continuous improvement.bThis is a full-time, hybrid position based out of our Toronto, Canada office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.Technologies You’ll Use

  • Zendesk
  • SupportLogic
  • Height/Jira
  • Looker
  • Backstage

What You’ll Do

  • Lead and manage critical customer escalations, ensuring timely and effective resolution through cross-functional collaboration.
  • Serve as the escalation point for high-severity or high-visibility incidents, maintaining communication with internal stakeholders and executive leadership.
  • Act as a trusted advisor to key customers, demonstrating strong ownership, empathy, and problem-solving skills.
  • Drive improvements in our escalation processes and frameworks, identifying patterns and systemic issues to enhance long-term customer satisfaction.
  • Partner with Engineering, Product, and Customer Success teams to influence product fixes, workarounds, and roadmap planning.
  • Provide strategic insights and analysis on escalation trends to drive better support policies and decision-making.
  • Mentor and support other Escalation Managers and Support team members, sharing best practices and helping them grow their escalation handling skills.
  • Participate in post-incident reviews, capturing lessons learned and driving follow-ups for continuous improvement.
  • Represent the Support function in leadership forums related to incident response, critical accounts, or executive escalations.
  • Stay current on industry trends and emerging technologies to evolve our escalation strategy.

Skills We’re Looking For

  • 7+ years in escalation management, technical account management, or a senior support leadership role
  • Strong technical aptitude with the ability to understand and troubleshoot complex systems (SaaS, cloud infrastructure, data integration preferred).
  • Proven track record of leading high-severity incidents and communicating effectively with senior leadership and customers.
  • Strategic thinking with a passion for process improvement, operational excellence, and cross-functional collaboration.
  • Exceptional written and verbal communication skills with an ability to explain complex technical issues to diverse audiences..
  • Experience with Zendesk, SupportLogic, and Height.
  • Familiarity with cloud platforms (AWS, GCP, Azure), data integration, or SaaS support environments
  • Experience influencing product and engineering roadmaps through customer feedback and data.
  • Strong leadership and mentoring capabilities, with a focus on coaching others through challenging escalations.
  • Calm under pressure, highly organized, and capable of managing multiple priorities

Bonus Skills

  • Experience presenting to executive stakeholders or participating in customer QBRs.
  • #1Team1Dream mindset-collaborative, proactive, and always customer-focused.

Candidates must be located within commuting distance and are required to work onsite at least 2 days per week as part of our hybrid work mode#LI-HYBRID #LI-MM1

Customer Service Escalation Agent – 6 Month Contract – Indigo – Toronto, ON

Company: Indigo

Location: Toronto, ON

Expected salary:

Job date: Fri, 25 Jul 2025 22:56:03 GMT

Job description: Company DescriptionDedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.WHO WE ARE

  • We love books and all things beautiful
  • We are Canada’s Cultural Department Store
  • Books are our heart and our soul and Great Books are JUST the Beginning…

We play by the following rules:

  • We exist to add joy to our customers’ lives each and every time they interact with us and our products
  • Our job is to create joyful moments for our customers
  • We treat each other the way we’d treat a valued friend
  • We inspire each other to do our best work
  • We seek to ignite creativity and innovation every day
  • We give back to the communities in which we operate

Job DescriptionMISSIONThe Agent, Customer Service Escalation resolves customer issues in a timely and effective manner, to deliver a best-in-class customer service experience. This role supports the creation and maintenance of Indigo’s customer-centric culture by contributing key insights to the customer service function.KEY PERFORMANCE METRICS

  • Customer Contacts handled per week
  • CSAT score on resolved incidents

KEY ACCOUNTABILITIESFunctional

  • Respond to general Customer Service inquiries through email and live chat, presenting customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction while balancing the impacts to the business
  • Respond to escalated customers in the Home Office Support Queue by e-mail or phone, acting as a customer advocate for Indigo in resolving these issues
  • Demonstrate genuine empathy when communicating and deescalating customer concerns with skill to prevent further escalation
  • Find appropriate and thoughtful resolutions for customers’ problems, based on their unique situation and story, while balancing the impacts to the business
  • Hold oneself accountable to providing service excellence and adding joy to all customers
  • Provide guidance to the CER Support Squad teams channel, and direct questions to the broader Customer Service group as needed
  • Provide feedback on specific incident handling to our third-party contact centre
  • Take initiative to respond to unplanned issues as they arise; comfortable and adaptable when facing change or ambiguity
  • Escalate issues, bugs and concerns to the appropriate internal channels Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
  • Proactively identify and anticipate customer expectations and needs
  • Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
  • Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

  • Collaborate with others to drive flexible and iterative solutions, quickly and easily
  • Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
  • Help others see the impacts of their efforts and proactively engage other functions to get input
  • Encourage others to freely share their point of view and be open to feedback

Cultural

  • Model Indigo’s beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset
  • Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
  • Embrace, champion and influence change through your team and/or the organization

SCOPEReports to: Manager, Customer ServiceManager once Removed (MOR): VP, Customer Experience & eCommerceKEY RELATIONSHIPSInternal:

  • Customer Experience
  • Retail
  • Marketing
  • Loyalty
  • Product Quality
  • Merchant teams
  • Promotions
  • Supply Chain

External:

  • 3rd party customer service providers

QualificationsWork Experience / Education / Certifications

  • Previous experience in Indigo retail locations is required
  • Previous experience in online customer service roles considered an asset
  • Working knowledge of technology applications such as CAM, CustCare

Competencies / Skills / Attributes

  • Customer focused, empathetic and solutions oriented with the ability to navigate complex issues
  • Exceptional written communication and interpersonal skills
  • Excellent time management skills and ability to multitask
  • Comfortable working in a high-volume, detailed task environment with individual productivity goals
  • e-literate and confident navigating Indigo’s digital environments

Other (travel, Bilingual, etc.)

  • Able to work from home with reliable internet access
  • Weekend and evening availability required

Additional InformationAt Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at Support-HR@indigo.ca if you require an accommodation at any time during the recruitment process.WELCOME HOME

Company Description: Indigo

Indigo is a cultural retail store in Canada that focuses on storytelling, books, and creating joyful customer experiences. With over 170 locations, including Indigo, Chapters, Coles, and Indigospirit, the company seeks energetic, customer-centric individuals to enhance its dynamic and enriching culture.

Mission:
The mission of the Customer Service Escalation Agent is to resolve customer issues efficiently, ensuring exceptional service and contributing to a customer-focused culture.

Key Responsibilities:

  • Handle customer inquiries via email and chat with a focus on positive, timely resolutions.
  • Address escalated customer concerns as an advocate for Indigo.
  • Demonstrate empathy and effective communication in de-escalating issues.
  • Proactively identify customer needs and anticipate expectations.
  • Collaborate with teams to provide flexible solutions and encourage an inclusive work environment.
  • Embrace technology to enhance customer interactions and continuously seek improvements.

Requirements:

  • Previous experience at Indigo or in online customer service is preferred.
  • Strong communication skills and the ability to manage multiple tasks efficiently.
  • Must have reliable internet access for remote work and be available on weekends/evenings.

Diversity and Inclusion Commitment:
Indigo values diverse backgrounds and encourages applications from underrepresented groups. Accommodations are available for individuals with disabilities during the recruitment process.

Pearson – Customer Service Escalation Specialist – Toronto, ON

Company: Pearson

Location: Toronto, ON

Expected salary:

Job date: Sat, 07 Jun 2025 03:39:50 GMT

Job description: Job Category: Customer ServiceJob Description:Customer Service, Escalation Specialist – CanadaAt Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology – and each other to surpass these boundaries – we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large, and small.The Customer Service, Escalation Specialist role is responsible for providing dedicated customer service support to our Pearson customers, Sales VPs and Team and our vendor partner. The ideal candidate can deliver services and information in a professional and efficient manner utilizing multiple computer platforms and applications. Applicants should have vast knowledge of Higher Education customer service policies and procedures. Successful representatives will be able to perform in a high-volume pressure -filled environment with appropriate prioritization of escalation case load and supporting team member questions via virtual chat room(s). Incumbents are monitored on a random basis by members of the management team to ensure the highest quality of service to our customers. Strong project management skills, resourcefulness, and excellent communication skills are keys to success in this role.Primary Responsibilities:

  • Handle all incoming escalations within established procedures & performance standards for the Pearson Higher Education Sales Team. Standards are established for accuracy, turnaround times, and professionalism.
  • Handle executive escalations, provide details and actions in high level summary
  • Manage sales team information needs (Inventory questions, order changes, customer facing system issues, etc.)
  • Dedicated support to Sales VPs, Directors and Sales Team
  • Effectively take control and manage escalated/challenging situations to ensure a positive customer experience
  • Assist with special projects as assigned
  • Dedicated support to major customer accounts
  • Provide virtual support to outsource partner by answering questions, provide training and clarifications of processes when needed
  • Oracle issue resolution including creating tickets, troubleshooting, and testing when needed
  • Collaborating with internal teams to provide a better customer service experience
  • Leading projects, attending meetings with key customers
  • Assist with training and feedback to remote teams

Qualifications:

  • Experience in efficiently resolving escalation inquires (account/order discrepancies, customer ordering issues, including but not limited to order tracking, digital system support, claims, etc.)
  • Experience working in an ERP (enterprise resource planning) system used to support customer service inquiries, Oracle ERP experience a must
  • Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a must
  • Demonstrated excellent written and verbal communication skills – Ability to think creatively, adapt to circumstances, and learn from co-workers, and share information and experiences
  • Proven ability to deliver excellent CS skills via CSAT survey comments and feedback from the sales team
  • Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving
  • Proven excellent organizational and time management skills with the ability to meet multiple deadlines
  • Ability to learn and actively seek new skills and keep pace with emerging technologies
  • Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision
  • Ability to work collaboratively with cross-functional/ cross-company teams
  • Be flexible to schedule changes or additional coverage, particularly during peak periods
  • Reliable, attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this.
  • Must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
  • Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment
  • Must be able to exercise and execute good judgment
  • Open to change and new innovations

About Us:Who we are:At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world’s lifelong learning company. For us, learning isn’t just what we do. It’s who we are. To learn more:Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing .To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: .Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Support Escalation Management – Microsoft – Vancouver, BC

Company: Microsoft

Location: Vancouver, BC

Job description: . Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account… an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft…
The Service Manager will work closely with customers, acting as Chief Operating Officers for their accounts. This role offers an environment conducive to doing great work and provides opportunities for career development within both the Service Manager position and the broader Microsoft organization.
I’m unable to access external websites directly. However, I can help you create a job description if you provide me with some details about the position, including the job title, responsibilities, qualifications, and any other relevant information.

Expected salary: $219100 per year

Job date: Sat, 14 Jun 2025 23:26:11 GMT

Support Escalation Manager – Microsoft – Vancouver, BC

Company: Microsoft

Location: Vancouver, BC

Job description: and keep their trust. Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers… Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect…
The Service Manager will act as a Chief Operating Officer for our customers, ensuring alignment with their needs while coordinating with the broader Microsoft team. As your goals change, we will facilitate connections to support your evolving interests.

The Support Escalation Manager position at Microsoft in Vancouver, BC, offers a salary of $121,800 per year for a full-time, permanent role.

Key Responsibilities:

  • Customer Resolution: Serve as the primary contact for escalated customer and partner issues, ensuring prompt and effective resolution.

  • Relationship Management: Develop and maintain strong relationships with internal and external teams to enhance the customer support experience.

  • Strategic Initiatives: Participate in projects aimed at improving resolution times, customer satisfaction, and overall support experience.

  • Mentorship: Provide guidance and mentorship to other members of the Support Escalation Management team.

  • Trend Analysis: Identify and analyze trends from internal postmortems to implement strategies that prevent future issues.

Qualifications:

  • Proven experience in managing escalated customer support issues.

  • Strong interpersonal and communication skills.

  • Ability to collaborate effectively with cross-functional teams.

  • Experience in strategic project participation and implementation.

  • Mentorship and leadership capabilities.

This role offers the flexibility to work up to 100% from home, aligning with Microsoft’s commitment to a diverse and inclusive work environment.

Expected salary: $121800 per year

Job date: Sun, 11 May 2025 04:37:28 GMT

Support Escalation Management – Microsoft – Vancouver, BC

Company: Microsoft

Location: Vancouver, BC

Job description: and keep their trust. Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers… Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect…
Our Service Manager will act as Chief Operating Officers for our customers, forming a close relationship with them and the wider Microsoft community. We will support you in connecting with new opportunities as your interests and goals change. Trust us to provide the best service for your needs.
Sales Associate Job Description

We are looking for a friendly and energetic Sales Associate to join our team. The primary responsibilities of this role include providing exceptional customer service, assisting customers with product selection, and completing sales transactions. The ideal candidate will have a positive attitude, excellent communication skills, and the ability to work well in a team environment. Previous retail experience is a plus but not required. If you enjoy working in a fast-paced, customer-focused environment, we would love to hear from you. Apply now to join our dynamic team!

Expected salary: $121800 per year

Job date: Fri, 21 Feb 2025 02:20:57 GMT

Microsoft – Principal Escalation Engineer – Toronto, ON

Company: Microsoft

Location: Toronto, ON

Job description: to achieve more from their Microsoft investment. Within CSS, our Digital Transformation Platform (DTP) group delivers world…-class support for our global customers on their digital transformation journey. We provide valuable support solutions…
CSS’s Digital Transformation Platform group provides top-notch support for global customers looking to maximize their Microsoft investment and achieve success in their digital transformation efforts. They offer valuable support solutions to help customers get the most out of their technology.
Title: Administrative Assistant

Location: Toronto

Company: anonymous

Salary: Not specified

Description:
We are seeking a capable and organized Administrative Assistant to provide administrative support to our team. The ideal candidate will have excellent communication skills, attention to detail, and the ability to multitask. Responsibilities include managing schedules, organizing meetings, answering phones, handling correspondence, and maintaining files. The successful candidate will have previous experience in an administrative role, proficiency with Microsoft Office, and the ability to work effectively in a fast-paced environment. If you are a proactive and reliable individual with strong organizational skills, we would love to hear from you. Apply now!

Expected salary: $159000 per year

Job date: Thu, 13 Jun 2024 01:54:45 GMT