Service Delivery Coordinator (Voice)

Distributel - Toronto, ON (4 months ago)

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At Distributel, our Mission is to make the use and enjoyment of telecom services radically effortless. Every day, we will strive to understand, respect and prioritize our customers' needs. We take pride in excellent service, business integrity, and innovation. By constantly challenging ourselves to simplify, add utility and humanize the ways people do business with us, we create a valuable experience in every way.

Come and join an award winning organisation!

Top Canadian Telecom CEO award
Top 2020 GTA Employer

Reporting to the Director, Business Customer Care, the candidate will coordinate and onboard new customers to the Hosted PBX products of Distributel. Additionally, Move, Add, Change, and Deletion (MACD) orders for existing customers will also be actioned by this role.

HERE'S SOME MORE OF WHAT YOU'LL BE DOING:
Processing orders for Hosted PBX (HPBX) telephony services
Review of Statement of Work for installing and activating HPBX services for business customers
Order equipment at the warehouse (Switch-Router and IP phones)
Configuration of the relevant "Group" in the hosted telephony platform (MetaSwitch) using custom or predefined templates
Update of the equipment (firmware)
Configuring IP phones using predefined templates
Functionality testing for clients
Pre-Staging of equipment
Updating the inventory and shipping equipment to customers
Activation of remote services during customer installation by The Client's service installation technician
Make customer change requests after installations
Quality Assurance and audits for customer services and features
Basic troubleshooting activities for new/existing customers
Closely work with Voice Operations and/or Engineering teams

HERE ARE THE SKILLS AND QUALIFICATIONS YOU'LL NEED TO BE SUCCESSFUL IN THIS ROLE:

YOUR EDUCATION AND EXPERIENCE

College diploma or equivalent relevant work experience
5+ years' experience in order management and/or service delivery operation
Bilingualism in English and French an asset
3-5 years' experience in Telecommunications
Knowledge of multiple PBX environments inclusive of feature configuration, provisioning, design of call flow, and management of service packs preferred
Understanding of the basics of IP networking
The familiarity of File Servers (FTP, TFTP)
The familiarity of CRM platforms preferred
Experience in Voice Provisioning and Activation of PBX services
Basic experience in Configuration of Switching, Routing and Firewall devices preferably Cisco and/or Juniper
2 years' experience with Switching platforms delivering voice services and configuring IP Phones
1-2-year experience in Configuring and troubleshooting IP phones, voice gateways, switches and features like call park, call pickup, group pickup, hunt group, call of restriction, extension mobility, etc. for HPBX business customers using Unified Cloud-Based collaboration infrastructure
Knowledge of call signaling protocols such as SIP
Worked with Ticketing System: Zendesk, HappyFox
Ability to interact with customers and meet their expectations
Strong organizational, communication (verbal and written) and problem-solving skills
Very comfortable in a collaborative work environment

Valued assets would include:
Exposure to MetaSwitch platform and configuration of related voice services
Routing, switching, and configuration of Juniper, Cisco devices
Experience with SoftPhone mobile applications

HERE ARE SOME OF THE SKILLS AND CHARACTERISTICS YOU WILL BRING TO THIS ROLE

Passion for being best in class in everything we do;
Comfort with the rapid change that continually challenges the status quo in order to continually improve;
Relentless curiosity, a drive to think outside the box, to do things better for our customers, colleagues and our business;
Superior analytical and problem-solving skills, with attention to detail;
Demonstrated ability to lead, develop and mentor;
Strong interpersonal skills for effective interaction with employees and third parties;
Strong organizational and time management skills;
Verbal and written communications skills in French and English is an asset
Solid decision-making skills and the ability to exercise professional judgment.

HERE'S WHAT'S IN IT FOR YOU…

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that's vigilantly working together towards reshaping the telecommunications landscape;

We have insurance benefits;
We promote work-life balance;
We provide a great work environment with organized social events;
You'll have opportunities for growth & development;
We provide a business-casual working environment;
We have great downtown locations and amazing people!

Distributel connects Canadians to the people, passion, and priorities that matter. Join us in our mission to provide a true alternative to Canadian consumers!

Diversity and inclusion are important at Distributel. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. Distributel is committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

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