Manage projects in accordance with contractual time, cost and quality requirements
Work with customers to identify requirements, project planning, evaluation and overall customer support
Responsible for scheduling and management of resources and delegation of tasks
Provide and execute on a detailed onboarding plan with customers
Set and meet critical onboarding deadlines with customers
Work on telecommunications system installations; typically for business in the SMB space.
Update and maintain internal customer record data base with all the information on customer orders for onboarding coordination and billing purposes
Working with clients to gather information and set up porting from their existing carriers, and develop secondary port solutions
Develop and implement call flow design to meet customer’s requirements
Ensure that call-flow programming and QA is completed leading up to customer go-live
Maintain an in‐depth understanding of Mitel’s capabilities, services and business impact points to effectively communicate within Mitel and to clients
Provide assistance to internal and external customers on how to use Mitel services/features
Conduct a post-deployment debriefing meeting with the customer to ensure the deployment has met all the customers expectation
Ensure custom solutions are documented for the Mitel Customer Success Team and Support teams, and ready to accept accountability for the customer after successful implementation
Resource for team members who work on other projects that may need additional assistance.
Follow project management guidelines and procedures to attain individual and team wide Net Promoter Score.
Requirements
Experience in telecommunications and call-flow
Experience with porting telephone numbers
Basic networking knowledge
Must possess excellent computer skills including spreadsheet knowledge, and word processing. Windows based software and Excel required.
Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
Exceptional interpersonal skills, excellent written and verbal communications skills
Naturally inclined to exceed expectations and provide outstanding customer service (both internally and externally)
Be passionate about your work and maintain a calm demeanor in difficult situations