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Currently Available Positions

Telephony Support Technician (2 positions)

Overview

As a Telephony Support Technician, reporting to the Director of Telephony Sales & Service, you will be accountable for helping customers install, configure, troubleshoot, and optimize their Telium software. You may be required to work shift (10% of the time) to provide 24/7 coverage for support contracts.

Duties and Responsibilities

  • Provide prompt and courteous responses to customer inquiries received by email or phone.
  • Understand the technical environment of clients, relating product configuration to their environments.
  • Open and close tickets, and track all time against tickets.
  • Leverage development resources for complex issues, using formal and informal relationships.
  • Ensure that CRM entries for all customers are clear and up to date
  • Manage resources appropriately throughout the support process.
  • Keep management informed and engaged throughout the ticket resolution process, and escalate when appropriate. __(
  • Be responsible for producing all required support documentation such as - detailed incident descriptions, technical data on the client environment, examples of issues (input and output), solutions proposed, and final resolutions.

Required Experience

  • Over 5 years of progressive experience in a support role, ideally in the telecom or networking industry
  • Diploma or university Degree in Computer Science or equivalent
  • Experience working with CRM (ideally Sugar)
  • Deep technical expertise in VoIP and networking (5 years, ideally as network / VoIP administrator)
  • Proven track record of identifying the right solution and helping clients resolve problems quickly

Required Competencies

  • Has a passion for customer service, and a strong desire for continued education and professional development.
  • Is a self-motivated, self-directed, 'roll up your sleeves' person and a quick learner.
  • Needs only general instructions on work; can walk into a new, unknown problem and diagnose the underlying issue, and use judgment, creativity, and sound technical knowledge to develop and recommend solutions.
  • Makes a commitment to ensure that a customer's needs are met by taking personal responsibility for service and quality.
  • Has excellent verbal communication skills.
  • Has excellent technical problem solving skills.
  • Can confidently communicate and share past experience and knowledge.

Location

Waterloo, Ontario, Canada
or
Bengaluru, Karnataka, India

Marketing Analyst

Overview

As a Marketing Analyst, reporting to the Director of Marketing, you will be accountable for developing and maintaining marketing materials for all Telium software and services. You will also participate in trade shows and general marketing events representing Telium and its partners.

Duties and Responsibilities

  • Assist sales representatives with prompt and courteous responses to customer inquiries received by email or phone.
  • Understand the business environment of clients, relating Telium products to client needs.
  • Design and create marketing materials (with artistic support from Telium's agency).
  • Work with sales representatives to understand client needs.
  • Perform segment analysis and reporting.
  • Manage resources appropriately throughout the marketing process.
  • Convey Telium product features and benefits and trade shows

Required Experience

  • Over 3 years of progressive experience in a marketing role, ideally in the telecom or networking industry.
  • Diploma or university Degree in business or marketing.
  • Experience working with CRM (ideally Sugar).
  • Experience with marketing material layout and graphics (and ideally trade show booths).
  • Proven track record of developing creative marketing materials.

Required Competencies

  • Has a passion for marketing, graphics, and the arts.
  • Has a technical bent / appreciation for high-tech products.
  • Is a self-motivated, self-directed, 'roll up your sleeves' person and a quick learner.
  • Needs only general instructions on work; can walk into a new, unknown problem and diagnose the underlying issue, and use judgment, creativity, and sound technical knowledge to develop and recommend solutions.
  • Makes a commitment to ensure that a sales' marketing support needs are met by taking personal responsibility for service and quality.
  • Has excellent verbal communication skills.
  • Has excellent graphics and layout skills.
  • Can confidently communicate and share past experience and knowledge.

Location

Waterloo, Ontario, Canada