Customer Implementation Specialist
MTS Allstream - Ottawa, ON

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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

Experience

Customer service experience

Telecom 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.


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