WHO YOU'LL WORK WITH?
We are a hardworking, dedicated Team with the goal to deliver the next generation of Premise and Cloud based Collaboration solutions. Our support engineers are continuously redefining and improving the end user experience, adding additional value through product knowledge, number porting and new number ordering expertise to navigate through to order completion.
You will work as part of a multi-functional, regionally distributed, and collaborative team using an Agile management and development lifecycle.
WHAT YOU WILL DO!
The position coordinates and implements customer turn-up activities for our BroadCloud PBX (hosted VOIP solution) and Webex Calling Product. This includes direct phone and email-based interactions with partners and end-users to coordinate activities and provide guidance to ensure customer readiness with a smooth implementation service experience.
- Solve and answer Support tickets, ticket creation on behalf of the customer/partner and coordinate between departments if needed.
- Proactive and Reactive customer support inquiries via ticketing systems, Webex Spaces, email and potentially by phone.
- Monitor, coordinate, and supervise Numbering activities, including coordinating Number Management orders.
- Detailing, documenting, and following up on meaningful actions and decisions from meetings.
- Become system, process, and ticketing workflow gurus to not only become great at your job but contribute towards new and better ways to improve the customer experience.
- Lead or take part in small to medium projects which will include:
- Collaboration with teams that poses varied strengths and skills
- Managing Project schedules
- Coordinating, attending, and taking part in project meetings.
WHO YOU ARE!
WE ARE SEEKING:
- A versatile individual who enjoys solving problems, learning on the job, and collaborating knowledge through continuous communication.
- A self-starter who can take initiative with provided direction.
- A team contributor with a flexible, helpful, and empathetic approach internally, within the team, and externally contributing towards customer experience.
- Positive and helpful candidate with a transparent and honest candidness to complement our forward-thinking team culture
We currently have someexciting positions of different skills, experience and qualification driven levels available. Although our main objective is to find the right people to fit into our team, experience and qualifications will be considered to place each candidate within the offered position levels.
CRUCIAL REQUIREMENTS ARE:
- Proficient in English, written and spoken.
- Degree, technical certification, or equivalent experience of 5+ years in telecom customer service or technical support environment.
- Ability to balance multiple products/processes and projects.
- Ability to work in a fast-paced environment and balance multiple priorities while learning new elements.
- Analytical and problem-solving skills, with the ability to find trends and identify patterns to build on efficiencies.
- Excellent verbal, written and interpersonal communication skills.
- Customer service soft skills, spoken and written, are vital.
- Telecommunications service delivery and number management experience.
- Microsoft Office Skills: Excel, Word, Power Point and Outlook
FAVOURED SKILLS:
- Smartsheet experience
- Project participation experience is a plus.