Vedanandsingh K. - 19138 Help Desk Technician from Mississauga

Bilingual Technical Support Representative Sept 2019 – Nov 2021 Bell Canada– AlarmForce, Toronto, ON • Provide hardware and software technical support to clients related to the Bell Smart Home security alarm & monitoring solution and services. • Manage, configure, and operate security alarm and monitoring platform. • Manage security camera and sensor configurations, and client account products and services. • Provide support to on-site technicians during installation and configuration of security alarm and monitoring solution and services. • Provide technical support for mobile app and website for Bell Smart Home solution and services. • Create and maintain knowledge base articles for new and existing issues/procedures. • Train new staff on the different job functions required for the role. • Document problem and resolution information in detail. • Create and manage tickets using the SBN CRM tool. • Participate regularly in training on products and services, customer service, general and operational policies, and corporate initiatives, to maintain a good knowledge of all products and services. • Establish good relationships with clients by showing empathy and sensitivity, asking them relevant probing questions to understand the problem or request. • 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. • Support Enterprise Business accounts and client accounts