Connect it Networks is an innovative Canadian company that specializes in providing premium quality telephone, structured cabling, connectivity and retirement residence solutions for organizations of all sizes.
Under the leadership of seasoned communications entrepreneurs, our team of knowledgeable business analysts, highly trained and certified technicians, and established industry partners have been developing communications solutions for over 35 years.
We work closely with our customers to develop a customized telecommunications solution to meet their exact requirements while being flexible enough to adapt to future needs. But we are much more than just a technology company.
Our philosophy is to support our customers with solutions, offering expert consultation services, a worry-free guarantee on our connectivity solutions, the industry’s best parts and labour guarantee, and nationwide 24/7 technical support.
Connect it Networks is the one source for all of our customer’s communications needs.
In order to provide Customer Value, the Telecom Provisioning coordinator will act as the primary interface for our customers (internal/external) and business partners being responsible for order processing, order tracking as well as co-ordination of all internal and external project implementation activities from order initiation to the point of service activation. Our present business partners are Bell Canada, Telus, Videotron, Thinktel, Cogeco, Tel-Synergy and Chrono Magic.
Duties and responsibilities:
Conform to all policies and procedures for the Provisioning Department and of each respective Carrier for which orders are being solicited and processed
Adhere to industry standards and corporate policies
Safeguard the Company against ‘slamming’ and assure all customer order forms and LOA’s are properly signed, processed, filed and maintained as required by the Company and each Carrier
Manage the overall implementation of required services by processing and completing all Carrier service orders accurately in multiple operating systems
Validates all orders for information accuracy, including customer premise addresses
Management of each customer’s circuit information must be kept updated as orders are processed
Maintain high level of accuracy and productivity during order submission, processing and closure
Manage and maintain global circuit inventory
Responsible for data entry and processing of internal orders in multiple operating systems (internal/external)
Complete connectivity reviews on a timely basis and present results and proposed solutions effectively to customers
Ensure project timelines are met by submitting, processing and following up with all orders to meet due dates effectively
Owns and resolves all issues or related problematic activities against assigned orders
Create service requests, document tasks and update milestones in multiple databases
Update information on pricing, promotions, notes, services in the Company’s database
Ensure that customer satisfaction objectives are achieved including internal installation kick-offs and follow ups
Invoices and equipment records are to be analyzed and completed within 72 hours of received date
Assists and provides support by representing the Company to customers (internal/external) with the upmost professionalism including attire, ethics and conduct
Carrier and customers calls/emails are responded to within 4 hours
Actively participate in product training and identify additional training needs for each assigned Carrier.
Commit to continuous learning, demonstrate the ability to learn and apply learned skills to related situations
Strong Customer Service skills and able to work with difficult customers (internal/external)
Ability to work effectively under the pressure of time constraints and thrives in a fast-pace changing environment on multiple orders/systems
Strong organizational skills and time management to prioritize the work load, multiple tasks, adhere to multiple processes and meet deadlines
High degree of accuracy , problem solving and detail orientation
Adapt to shifting priorities, multiple demands, ambiguity and rapid change
Active learning – giving full attention to what others are saying, taking time to understand the points being made, and validating all information
Strong written and verbal communication skills in both languages (French and English), speaking, reading and writing
Ability to instruct/teach others on how to do something
Works as a Team player and works closely with all coworkers in order to understand how each person’s role is important from the time the work order is opened to the invoicing.
Team player with a great passion to succeed in bringing all projects on time, portability orders that is transparent to customers and treating issues with a sense of urgency
Experience in managing escalations
Strong computer navigation skills and easily adapts to existing/new software, tools, processes, documentation (Office, word, emails, excel, Visio)
Minimum 2 years’ of relevant job experience
College degree or equivalent in the Telecommunications field
Knowledge of IP protocols, voice-over convergence, voice/data network and support technology
Carrier terminology and knowledge of how each type of line works with each different Carrier
Sitting at a desk in an office from 8:00 am to 5:00 pm, Monday to Friday
Overtime may be required
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