Systems Implementation Specialist

POSITION OVERVIEW

The System Implementation Specialist is responsible for setting up customer services on the TechCloud communications platform. The SIS will assist customers with setting up their systems, features and services and be responsible for end-to-end configuration of all components required to deliver the cloud service. Additionally, the SIS is a member of the Help Desk team and performs telephone or remote technical support functions in support of internal and external customers on all systems installed by Tech at customer sites. Occasionally, the SIS may be required to provide local application training on complex installations including the data collection, design, training and support of any assigned system product.

• Remotely deploy all equipment and services for customer solution
• Review all project documentation and design for the project
• Work with the customer to understand and implement their system use cases.
• Instruct the customer on how to effectively setup and utilize the system
• Design and provision applications within the TechCloud platform and deliver web enable and client enable tools to the desktop
• Design and Provision Mitel Unified Communications applications such as MiCollab, MiCollab Client, and Nupoint Messenger.
• Provision Call Accounting applications within the MiCloud Business and MiCloud Enterprise platform
• Provide a higher level of technical assistance to customers, both internal and external, by addressing service issues across Tech Electronics' systems for all Tech offices as assigned or requested.
• Provides input and technical expertise in collaborative system specific meetings as assigned by management, while represents the interests and/or concerns of Servicing post installation.
• Gathers complete customer information, researches internal knowledgebase and documentation for known solutions, isolates causes and takes restorative actions while minimizing disruption to the customer's business operation and documents steps as needed.
• Identifies and communicates common elements of incidents escalated to the appropriate internal groups to drive visibility and resolution.
• Fields escalated problems and crisis customer issues serving as the main communication point for customers, manufacturer and management.
• Serves as primary point of escalation to the Help Desk Specialist and field employees and must be able to document and articulate actions taken by the support team towards issue resolution and serve as main communication point for customer.
• Develops and maintains subject matter expertise including specialty tools and utilities to troubleshoot and repair technical issues.
• Works closely with the Sales Directors and Operations Managers in developing the following:
  • New processes and/or methods to differentiate Tech from our competitors based on their knowledge of the system(s).
  • More effective communications and teamwork between sales and operations. Assists sales personnel in developing scope of work statements to clarify deliverables and to address specific customer business needs.
  • Provides Sales Directors key market needs or customer trends to assist in offering more effective solutions to our sales prospects and/or customers.
• Maintains a favorable working relationship with all customers and employees to promote a cooperative and harmonious working environment in order to facilitate positive and professional business relationships.

POSITION REQUIREMENTS

• Bachelor's degree (preferably in Education, Communication or similar field) and/or equivalent work experience.
• Four years' training, teaching, and/or customer service experience.
• Four years' experience using computer systems and a good understanding of IP and WAN networking
• Working knowledge and experience with Telephone services and PBX based features is a plus

• Preferred certifications on advanced applications include Mitel MCD, Mitel MICD, Call Center Suites
• SIP Server and Mitel MBG is a plus
• VCP certifications a plus but not required

Tech Electronics is an Equal Opportunity Employer. Tech Electronics does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact Human Resources at hr@techelectronics.com

Current Openings for Systems Implementation Specialist Jobs at Tech Electronics