Job Category:

Client Relation, PR, Customer support, Operations


Pay:

To be discussed.


Overview

A global market leader in enterprise and mobile communications powering more than 2 billion business connections and 2 billion mobile subscribers every day, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and mobile carriers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries, and 130 mobile service providers including 15 of the top 20 mobile carriers in the world. That makes us unique, and the only company able to provide a bridge between enterprise and mobile customers. For more information, go to www.mitel.com and follow us on Twitter @Mitel.
The purpose of this role is to act as a liaison between Mitel Cloud Operations team and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations. This person develops and maintains customer relations by being the operational focal point for MCS scope being delivered to the customer. This person should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations.

PRIMARY RESPONSIBILITIES:

· Establish a relationship with clients for assigned accounts

· Administer customer satisfaction surveys and discuss improvement areas with client

· Customer advocate/escalation point into service delivery team 24 x 7

· Maintains awareness of all customer projects or changes within Mitel

· Participate in SOW review

· Lead critical client escalations (Incident Management)

o Manage customer expectations/relationships

o Escalate as required within the technical teams to ensure assignment of resources to meet SLA compliance

o Escalate internally to management levels for awareness

· Conducts customer and management briefings concerning operational decisions, scheduling requirements

· Manages Change Management Process in Day 2/Production mode:

o Interlock with Implementation team

o Interlock with Support and Customer Service

o Interlock with the Clients Change Management process

o Inform service delivery of changes or maintenance that will affect service

o Order parts (as required)

· Partner with Operations Team to address Billing Escalated Issues, Contract / SOW Requests & assist with
Up-sell opportunity, Entitlements

· Service level agreement compliance assurance and present monthly reporting

· Conduct operation reviews Develop presentation materials as required for both customer facing reports and
internal leadership discussions

· Own Root Cause Analysis document and facilitate technical input from day 2 teams and track corrective
actions (Problem Management)

· Maintain/update Customer Information Reference (CIR/CID) in customer tools

· Proficient with service delivery Operations/Processes

· Able to use MCS service delivery tool-kit to track customer requests and incidents

· Participates in on-boarding process to identify custom process and/or custom delivery requirements

o Ensure on-boarding official hand-off & processes takes place with Day 2 involvement

· Understands all aspects of Customer Contract and can articulate to service delivery teams as required

· Drive Release Management discussion to provide compliance with contractual deliverable or up-sell
opportunities

· Work closely with Service delivery teams and Business teams to ensure contractual obligations are meet while maintaining margins

EXPERIENCE:

– Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.

– Proficient in MS Office applications (Excel, Word, PowerPoint)

– Prefer Telecom Experience and/or IT experience

– Prefer working technical knowledge of Mitel platforms and capabilities

– Previous experience in a customer facing role

– Previous experience in technical role

– Ability to work across organizational boundaries to drive resolution

– Knowledge of ITIL and ITSM, prefer at least foundations certification

EDUCATION:

– BS in technical field or equivalent technical experience

Mitel is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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