Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!***
**the position**
You are an "Implementation Expert" and act as the primary liaison between Nitel's internal teams and the end customer on installations for their newly contracted services. You goals are to drive timely deliverables to the customer according to the Service Level Agreement, while creating an excellent experience for the customer.
**your playbook**
- Project Management:_
- Ensure services sold are delivered correctly and within the expected interval schedule
- Coordinate the deployment of carrier circuits to be installed within the standard interval schedule
- Monitor timely completion of deliverables per the implementation plan, including fiber, network designs, equipment, test, turn up and activation
- Meet established departmental objectives and report regularly on progress or problems on the internal team's project plan milestones
- Proactively identify issues that may prevent an order from advancing to installation and escalate matters to the appropriate party for resolution assistance
- Provide various reports (e.g., order progress/order issues) to the project team for streamlined project implementation and effective customer service management
- Keep operational systems up-to-date with accurate and complete information to enable internal teams to execute their functions successfully
- Voice of the Customer:_
- Provide ongoing communication with customers pertaining to the project implementation schedule, holding project status meetings, new/resolved issues, and responses to customer issues
- Chronicle all customer communications in internal systems, per department procedures and expectations
- Proactively work to resolve customer issues that are escalated to management's attention by clarifying and researching the issue and providing information to management and by maintaining customer involvement with their order progress or delays
- Manage and initiate escalation processes with internal and external resources to resolve issue
- Is highly responsive and makes sound procedural decisions for customers and vendors while maintaining the order within the interval schedule
- Continuous Improvement:_
- Improve customer retention by providing exceptional customer service and working continuously to improve internal communications and processes
- Maintain and knowledge of Nitel products and services
- Meet quality, productivity, turnaround time and other expectations
- Share job knowledge and responds to inquiries from peers/colleagues
**skills you bring to the field**
- Bachelor's degree in business, marketing, engineering, computer science or related area preferred
- Minimum 2-3 years' experience in technical or project coordinator/management
- Minimum of 3-5 years' experience in telecommunications is required (operations experience coordinating MPLS, Ethernet Services, Fiber Builds, Internet, and other services is a plus)
- Impressive communication skills
- Strong administration and coordination abilities; detail-oriented with transactional work
- Possess strong customer-centric abilities - ability to "read the customer"
- Familiarity with Microsoft Office suite, particularly Word and Excel; proficient in database skills
- Experience with CRM tools such as Salesforce is preferred
- Ability to operate in a fast-paced, demanding environment, meet tight deadlines, work well under pressure and maintain quality of work
- Demonstrate analytical and critical thinking, sound judgement and good problem-solving skills
- Ability to work independently; exhibit good team and cross-functional relationships
- Possess solid planning, organization, and time-management skills
- Professional and ethical standards of behavior and strong work ethic
**our rally cry**
- Put Customers First
- Think as an Owner
- Win as a Team
- Act with Integrity
- Be Better Every Day
