Heaven Smith has always been passionate about serving others. As a Level 1 Analyst for three years at Bell Techlogix, the mom of two says she has found a career path that utilizes her skill for customer service and problem solving. In addition, she enjoys working for a company that offers her flexibility and career growth.
“The schedule I am able to work allows me to be the best version of myself both for me, and my family. I feel heard and important as an employee as well as helping to make a difference in someone else’s life,” Heaven says.
Read more about Heaven and her work at Bell Techlogix.
What are your responsibilities at Bell Techlogix?
As a Level 1 Analyst I am the users first point of contact. I am responsible for creating a ticket that adequately reflects the issues the user is experiencing, including all the steps that are taken to resolve the issue. It is also my duty to investigate the problem, troubleshoot with the user, and try to resolve the issue. Customer Service is very important as a Service Desk Analyst. I always strive to ensure the user feels heard in their struggles, lend a helping hand, and help the user feel confident our team can resolve the issue.
Why did you choose a career in technology?
I started working for Bell Techlogix in 2020 at the start of Covid-19. At that time, Bell Techlogix was seeing huge booms of additional volume due to users rearranging their lives and beginning to work from home through the pandemic. I originally signed on as a temporary employee just to help navigate the new call volumes for the first few months. After completing my training and going live on the desk, I quickly fell in love with the experience of helping users virtually and resolving their issues. I applied for a full-time position a month later and began my lifelong career with Bell Techlogix.
What do you love about your job?
Customer Service is something that I have always been passionate about. I’ve always wanted to be in a field where I make a difference and help people. Finding a career as a Service Desk analyst has given me that sense of helping others without the hospital setting. It really is the best of both worlds. I get to see new issues every single day and find a way to solve them, so my daily routine is never the same. I love that the challenge is always different. The only constant you can count on is a user calling in and hoping for a knowledgeable analyst to solve the latest challenge.
Describe the Employee Engagement Committee and your role in the group?
The Employee Engagement Committee is focused on making our workplace a positive environment to connect and have fun. We reward employees for their great work and create fun activities to build teamwork. Another thing we feel is important as a committee is to stay active in the community and workplace, so we seek various community opportunities to support.
How does Bell Techlogix support your career growth?
I am learning new things every day. Since working the desk, my knowledge of applications and problem solving continues to expand. Bell Techlogix also offers free training to employees to help us grow in our career and within the company.
Bell Techlogix offers career opportunities in various positions. Learn more about our work culture and available job opportunities here.