Delphi Solutions Corp., an MTS Allstream Company, is one of the largest providers of IP and TDM Telephony solutions and services in North America. For over 26 years, the company has provided innovative solutions to more than 20,000 customers. The common goal for Delphi and MTS Allstream is to provide end-to-end solutions to businesses throughout North America. Now more than ever, with the joining of forces, we are able to capitalize on both companies’ focus and approach to serving customers, truly Making communications simple...again!
What you will do:
The contract position of Customer Implementation Specialist professionally and proactively, coordinates and manages activities and processes relating to the installation of new Unified Communications Services. They lead an interface role between the customer, technical and sales staff to ensure that all the customers’ Telco requirements, training, and functionality needs are met.
Provide full pro-active implementation support to UC customers and sales teams.
Schedule and conduct implementation meeting to discuss with customer specific needs and requirements
Track Telco orders to ensure timely delivery
Design and maintain user guides for all products
Schedule and conduct customer site training on the use of new and existing UC solutions
Supply user guides and ensure all phones are properly labeled.
Maintain customer files and training materials
Resolve or expedite any customer complaints during installation. Advise Installation Supervisor of any problems with an installation that may affect performance or profit
Keep sales representative informed of any changes to original installation list of equipment
Attend weekly Operations meetings
Help technicians place sets prior to cut over
Keep current on new offerings and equipment
Submit all closed and completed jobs to sales admin for processing at the NOD for invoicing
As the ideal candidate you have:
Good technical skills, an understanding of telecommunication services and terminology
Understanding of PMI/PMP methodology would be an asset
Customer focused with an understanding of different market segments
A comprehensive working knowledge of MS Office Suite of applications (Word, Excel, Power Point, Outlook)
Familiar with Telephony equipment
Proven customer service and conflict management skills
Strong analytical and problem solving skills
Excellent facilitation skills
Team player able to work with internal and external groups.
Innovative and able to work in a fast paced environment with constantly changing conditions
Strong time management skills, able to prioritize and meet deadlines as required.
Strong communication skills (oral and written)
Ability to inspire cooperation and action from people outside of direct reporting lines and from suppliers
Education & Certification
Post Secondary education
Customer service experience
Mitel and Avaya experience an asset
Allstream is an Employment Equity Employer and values a diverse workforce. Allstream will provide reasonable accommodation to applicants with disabilities. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self identify in the application process.