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Customer Care - Implementation Coordinator

  • Expired: 24 days ago. Applications are no longer accepted.

Role Description:

In this position you will be primarily responsible for addressing clients' request by phone, email and chat; as well as implementation of new orders, account modifications; and other ad hoc duties. You will work closely with clients as well as a wide variety of internal departments to ensure that all tasks are completed as required.

Your responsibilities will include:

  • Addressing clients' request by phone, email and chat; according to outlined company standards.
  • Collecting payments, performing miscellaneous account modifications; and data-entry.
  • Implementation of orders & account follow-up.
  • Ensuring an excellent customer experience, including timeliness, quality and task-management focus.
  • Oversight and accountability of all assigned tasks.
  • Ownership and innovation of the end to end implementation process using best practices to serve and support clients.
  • Regularly communicating updates with direct manager.
  • Acting as key point of contact with designated clients.
  • Attending/Actively participating-in team meetings.
  • Collaborating with various departments. / Individual task-work & group projects.
  • Using company software and documentation proficiently and adapting to new programs.

Your Qualifications:

  • Bilingualism (French and English) is considered an asset.
  • Minimum 1 year experience in a similar role, or in the field of customer care and technical support; strongly preferred.
  • Intermediate to advanced computer skills and a working knowledge of various software applications, including Microsoft Office Suite/Teams/Office 365, Teamwork & ZOHO.
  • IT Experience, specifically with troubleshooting Network of Routers, Switches, Cable & ADSL Internet; strongly preferred. {See 'Specialized Skills' section below}
  • 1+ Year of VOIP Configuration of on-premise and/or Cloud-based systems, (e.g. Asterisk and other), and knowledge of Helpdesk; strongly preferred. {See 'Specialized Skills' section below}
  • Understanding of the Telecom industry an asset.
  • Superior time management and multi-tasking skills.
  • Excellent analytical and judgment skills.
  • Innovative problem solver.
  • Exceptional organizational and prioritization skills.
  • Effective coping mechanisms and positive attitude.
  • Demonstrated flexibility and initiative to learn and adapt in fact-paced work environment.
  • Ability to handle fluctuating volumes, work under pressure; and maintain attention to detail.
  • Adept at working both in a team environment and independently.
  • Self-motivated and goal-oriented; overall strong work ethic.
  • Possess a high level of integrity and accountability.
  • Ability to take direction and respect guidelines.
  • Extremely punctual.
  • Excellent Communication skills, both written and oral.

Personal Suitability

You have effective interpersonal skills; flexibility; vibrancy, excellent communication skills; and seek to be in an inclusive environment.

You want to be part of something new and ever-advancing, join a movement; you want to be on the cutting-edge of technology and you are an avid user-of or have some knowledge of all the latest in Technological platforms and industry buzz.

Specialized Skills

Communicate electronically and by phone with clients experiencing complex technical difficulties related to VOIP and Internet; to determine and resolve problems efficiently.

Guide clients or their IT/Interconnect in the setup of equipment, ensuring explaining the proper installation of cables, operating systems, or appropriate software. Remotely access various types of equipment like Routers, Switches, Analog-Converters, IP Phones, PA Systems & misc. accessories.

Consult user guides, technical manuals and other documents to research and implement solutions. Provide advice and training to clients in response to identified difficulties.

Collect, organize and maintain a "Problems & Solutions" log to help enrich the company's knowledge base.


Why Work Here?

Awesome environment, great benefits; and opportunity to grow!


152 Dalhousie St, Ottawa, ON, K1N 7C4
Ottawa, ON