Client Care Sales Engineer (Work From Home)

General Summary:

Our client is a Canadian Based MSP (Managed Service Provider). They provide IT, Network support and Telecom services to a wide range of mid-sized companies. This role is working with their Telecom Division supporting existing VOIP and PBX clients. You will report directly to the management team working as a key contributor.

The focus of this role is in managing and maintaining existing customers while working to generate new business and making recommendations to introduce new and expanded services. You need a basic understanding of Telephony, VIOP and PBX systems with your greatest strengths being in managing customers, maintaining the highest level of relationships and customer service and looking to grow new business and new opportunities. You are a strong communicator who can manage well when the client is looking for answers and in need of guidance.

Key Responsibilities:

• The primary focus of this position is managing and maintaining existing PBX and VOIP customers with a secondary focus on sales looking to upsell and optimize customers services by introducing new technology options and solutions to enhance their business needs.

Customer Relations:

• Receive inbound enquiries from customers, provide solutions and coordinate between carriers and field teams to perform installations and new services.
• Review existing customer service agreement and renew/upgrade as needed.
• Liaise with vendors, field teams and sub-contractors
• Client retention

Carrier Services (Telus, Shaw, Ring Central, Distributel, 8x8 etc.)

• Liaise with suppliers to review existing contracts and update as needed.
• Participate with the management team in negotiating new contracts.
• Act as liaison between carriers and clients for technical support.

New Business Development

• Work with in-house teams to seek out new business leads.
• Qualify leads and make recommendations and proposals.
• Support onboarding activities.

Personal Qualifications

• Strong customer service attitude with excellent English both written and spoken.
• Comfortable communicating with customers, vendors and field teams in a clear and persuasive way.
• A team player able to work as an equal participant in a team made up of management, technicians and vendors, some of whom work remotely or on-site in Canada and the US.
• Ability to communicate with clients at all levels.
• Takes ownership of tasks and follows through to ensure complete resolution.
• An entrepreneurial attitude -always looking for new opportunities and new ways to grow the team and business
• Takes a personal interest in, and responsibility for, quality of work you perform
• Enjoys sharing information, supporting others, and working on a team to achieve team goals.
• On-going self-training and development to preserve professional viability is a must.
• Solid English both written and spoken.

Experience and Technical Qualifications

• Degree in Telecommunications, IT, Computer Science or related field is a strong asset.
• 5 years progressive experience in Telecom, VOIP, PBX or related area
• Current model PC, headset and equipment
• High speed internet access and backup
• Suitable office space for work-from-home