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Managerial
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Connex HR Department
44 East Beaver Creek, Suite 16 
Richmond Hill ON 
L4B 1G8

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905-944-6520 Please include cover letter & address it to the attention of Connex Human Resources Department.

Job Postings - Managerial

Technical Support Manager

Description

The Technical Support Manager is responsible for ensuring the smooth running of the day-to-day operations of the department. This role must also help ensure that the team is prepared for changes in the market, product and company, so that adjustments can be made, as needed. This position requires coordination between internal departments.

The Technical Support Manager has direct reports and will ensure proper training and expectations are provided, as well as mentor toward future growth and development.

The person will establish and report on key metrics of all events, incidents and problems allowing for productivity management and optimization. The manager is also responsible for providing leadership, and successful oversight of all issues coordination with Operations.

The Manager should be a well-organized and self-managed individual with outstanding communication skills. The manager is responsible for designing and implementing improved processes and / or operational policies. This person should have a high propensity for learning new technology and be very accountable in the duties that they perform daily. The incumbent should work proactively to identify issues and consult with team members to establish resolution. The manager should work well within a high-paced environment and function well in a diverse and dynamic team environment. The incumbent will also have strong leadership, influential, and direction skills.

The responsibilities of the Technical Support Manager are varied, based on the requirements of the business and the organization.


Responsibilities (including but not limited to):
  • Lead, coach, mentor, and supervise Operations team members, partners, and third-party vendors.
  • Work with HR to recruit and hire great members into the Connex Technical Support team.
  • Manage direct reports effectively, including training needs, coaching, praise, performance reviews and official warnings via one-on-ones and ad-hoc meetings. Manage and coordinate day to day support activities of the team.
  • Work with Sales, Finance and Account Management on customer escalations, providing proper communication internally and externally throughout the process.
  • Work with Operations, IT and Product on system issues and downtime communication with customers.
  • Work with third-party vendors regarding supporting software changes
  • Provide insight into the efficiency and quality of the support organization via daily, weekly, monthly, quarterly and annual reporting.
  • Develop processes and tools to ensure proper handling, and remediation of all issues raised to ensure Incidents & Requests are fulfilled within specified SLA’s
  • Ensure proper maintenance and administration of Support platform (ticketing, monitoring, logs management, etc.) and all aspects including forms, workflows, categories, etc.
  • Establish key metrics and develop/provide effective reporting of KPI's and trends.
  • Conduct “Deep Dives” into metrics and processes to develop strategies for enhancement

Other responsibilities may be assigned as appropriate, as this is not a comprehensive list.


Job Qualifications
  • Bachelor’s Degree or 5 years of experience in a customer facing tech support role lieu of the degree.
  • Ability to communicate clearly with all levels of executive management and staff in both IT and business departments.
  • 1-2 years of experience in a leadership role.
  • Strong task completions skills, self-motivated and organized
  • Excellent and efficient documentation Skills
  • Customer-centric and knowledge of industry best practices in Customer Excellence
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment, be comfortable with changing priorities
  • Proven ability to prioritize and multi-task in a fast-paced environment, Calm, confident and keen to work.
  • Strong analytical, organizational and problem-solving skills
  • Detail-oriented and able to prioritize under pressure.
  • 2-3 years experience with Microsoft Office, especially Excel.
  • exemplary soft skills for de-escalating a client.
  • Service Management framework would be an asset; Certification in ITIL v3 Foundations
  • Telephony experience an asset and Avaya experience an asset
  • Superior oral and written communication skills in English, French an asset.
Director of Implementation and Support
Primary Functions Responsible for the day-to-day technical operations of the Voice department, including staff management by providing guidance to ensure that the Voice staff understand and execute all functions in accordance with Company policies and procedures.
Responsibilities
  • Lead the Avaya Voice Management function. Drive projects by engaging the various functions organization.
  • Implement, manage and evaluate Voice operation processes and procedures, in accordance with the standards and procedures set out by the organization.
  • Drive innovation based on latest technologies and integration capabilities.
  • Maintain progress, able to balance task completion, track progress and drive assignments to completion while communicates status and issues with the Chief Operations Officer.
  • Interface with Avaya on business partner related matters such as:
    • Training and certifications
    • Contracts and Business plans
    • Sales authorizations
  • Liaise between departments on matters of interconnectivity, installation and support.
  • Define, plan and design innovative enterprise-wide connectivity, collaboration, and voice platform infrastructure solutions, including integrated financial analysis of technical alternatives to meet business/operational requirements.
  • Successfully negotiate technical design and deployment strategy with internal clients and peers.
  • Define product standards, configuration standards and solutions for enterprise voice systems and contact center solutions.
  • Provide support for infrastructure projects ensuring alignment with architecture direction.
  • Serve as a subject matter expert for escalation on voice related operational and implementation issues and well as to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.
  • Investigate, test and implement new products and services related to voice.
  • Assist in the creation of proposals and approve all PBX designs and follow up on purchase and inventory.
  • Supervise project management through routine meetings and checkpoints.
  • Monitor on ongoing Client support including tickets and VSA (Voice Stress Analyses) maintenance.
  • Create and distribute Voice related Business continuity plans for Voice Clients.

  • Maintain staff by:
    • Recruiting, selecting, orienting, and training Employees;
    • Maintaining a safe and secure work environment;
    • Developing personal growth opportunities.

  • Provide leadership for Employee relations through:
    • Effective communication of job expectations;
    • Planning, monitoring, and appraising job results
    • Coaching, training, counseling, and disciplining employees;
    • Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
    • Work with HR to resolve any Employee issues endeavoring to understand all legal ramifications.
    • Review daily staffing and work load schedule in order to plan work and personnel assignments for technicians; manage departmental time entry approval for hourly Employees.

  • Establish strategic goals by:
    • Gathering pertinent business, financial, service, and operations information;
    • Identifying and evaluate trends and options;
    • Choosing a course of action;
    • Defining objectives;
    • Evaluating outcomes.
    • Review monthly departmental revenue providing recommendations to maximize ROI whenever possible; monitor future departmental impact and needs based on predetermined metrics.

  • Accomplish financial objectives by:
    • Forecasting requirements;
    • Preparing an annual budget;
    • Scheduling expenditures;
    • Analyzing variances;
    • Initiating corrective actions.

  • Maintain quality service by:
    • Enforcing quality and Client service standards;
    • Analyzing and resolve quality and Client service problems;
    • Identifying trends;
    • Recommending system improvements.
    • Act as Client point of contact for escalated matters and issues which require Management assistance or intervention.
    • Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance to direct reports; keep abreast of latest technologies being offered to Clients.
    • Perform hands-on technical work on escalated Voice matters; refer major hardware and/or software issues or defective product issues to vendors or department Management for service.
    • Contribute to the Voice team effort by accomplishing related results as needed.
    • Motivate staff to accomplish important objectives and multiple demands and creates a sense of urgency in all tasks. Hold the Voice team accountable for their deliverables and ensure that projects are delivered by agreed timelines.
    • Develop systems and tools for effective task execution.
    • Ensure that Voice operational processes stay within agreed upon budgets and timelines.
QUALIFICATIONS:
  • Bachelor's degree or equivalent level of hands-on experience.
  • At least 5+ years of experience in Telecommunications and in installation and troubleshooting of Avaya telephony and LAN/WAN environments.
  • Experience managing complex technical development projects involving integration of multiple systems.
  • Good understanding of existing network programs and capabilities.
  • Experience with wire code, cross-connect, station Jack and patch panel assembly and troubleshooting.
  • Experience and understanding of common Telco circuit types, handling and testing.
  • Advanced experience and understanding of SIP, H.323 and Legacy telephony infrastructure.
  • Experience and understanding of the following hardware platforms:
  • Avaya, Cisco, Verint and third-party telephony products.
  • Hands-on experience and knowledge of Avaya core products and Avaya roadmap.
Manager Customer Service / Customer Care
Location Richmond Hill, ON
Reports to VP Customer Service
Department Customer Service
Primary Functions Nationally leads the VIP Customer Service department improving the Customer Experience for our VIP Clients.

Nationally leads the Maintenance Service Contract department which is focused on contract coordination through contract quoting, administration and revenue growth.

Nationally leads the Customer Retention department which focuses on the retention of our current client base.
Responsibilities VIP Customer Service Department:
  • Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information.
  • Follows up with Connex departments daily on behalf of customer.
  • Identifies areas of improvement in corporate processes to better service VIP Clients.
  • Coordinates and leads monthly Connex Service Meetings with VIP Clients to discuss Repair and MAC performance, ongoing projects, relationship improvement areas.
  • Improving the customer experience.
Maintenance Service Contract Department:
  • Leads department staff in attaining department goals of contract quoting, administration, and revenue growth.
  • Department activities range from producing contract proposals, to invoicing clients, to maintaining SIMS maintenance module information, to producing customized financial reporting and analysis
Customer Retention Department:
  • Develops and refines corporate retention strategy with overall objective of increasing overall retention of current client base.
  • Coordinate Know Your Client meetings with Account Executives to review relationship, and identify flight risks.
  • Directs Customer Service team activities in order to improve Connex – Client relationship.
  • Conducts primary customer research through annual customer satisfaction surveys.
  • Maintains Customer Contact Database of proactive communication with clients.
Requirements
  • 5 years experience in the telecommunications field.
  • 5 years senior management experience.
  • 3 years customer relationship management / customer service
  • Minimum Bachelor of Commerce
  • Business Administration degree/education.
  • Other telecommunication related education
Personal Contacts
  • Works on a daily basis with the Sales, Customer Service departments, and Customers.
  • Works on a weekly basis with Sales Support, Finance, Technology Solutions departments.
Equipment Used
  • Utilizes laptop computer (both in office and remote access) daily.
  • Accesses company email system (Outlook), Word, Excel, PowerPoint, MS Project, and Visio as primary software tools plus utilizes SIMS system.
Environment Office
Supervision Given Contract Administration Manager
 
Project Manager (Voice & Data)
Location Richmond Hill, ON; Montreal, QC
Reports to Implementation Manager
Department Operations
Primary Function The Installation Project Manager position exists to ensure that Connex projects are completed as per the SOW, on time and on budget. The Project Manager is accountable for the overall successful implementation of assigned projects.

The Installation Project Manager role resides within the Operations Department to provide planning, management, and guidance to project assigned resources. We will liaise with internal Connex groups to ensure all parties are accountable for their designated role in the project, to deliver assigned project deliverables. The specific departments include sales, engineering, procurement, finance, field services as well as the implementation group itself.
Responsibilities
  • Create and utilize the Project Charter/Plan to keep the project on track; ensure all deliverables are being met.
  • Verify the Scope of Work (SOW); as provided by Sales & Sales Engineering.
  • Utilize the Scope of Work in all project interactions, ensure all tasks listed in the SOW are identified and scheduled in the project schedule.
  • Create a project Schedule to forecast installation dates, Invoice dates, and completion dates. Project schedules are to be communicated to the customer and internal Connex Groups. ( Finance)
  • Meet with the customer on a regular basis to review and update the schedule as necessary.
  • Engage Procurement for the estimated time of arrival of project equipment.
  • Provide to the customer the equipment environmental, power and grounding requirements.
  • For large projects, Create budget spreadsheet, Issues Log, Risks, Change request log to track the progress of the project.
  • Ensure the environmental, power and grounding requirements have been installed as per the manufacturers specifications.
  • Working with Field Services to ensure all required materials have been delivered as per the Navigator (from Sales).
  • Secure resources with the appropriate skill sets and availability.
  • Work with internal team to create a deployment strategy (to be utilized in the project plan).
  • Work with the Customer to finalize deployment strategy.
  • Keep track of project timelines, working with all resources to ensure they are keeping to them.
  • All assigned projects are fixed budgets with fixed scope of work ensuring the project deliverables are completed within that budget and scope.
  • Monitoring and tracking labor hours and material costs are controlled manually.
  • Utilize the SOW to prevent Scope Creep. If creep does occur utilize the Change Request Management / Process Approval to ensure that it is accounted for in the project.
  • Create and foster customer relationship during the course of the project.
  • Create and foster internal relationships during the course of the project.
  • Communicate project status to multiple streams of management and customers as required.
  • Understand the Contract and Payment schedule, and apply these known constraints and payment schedules to the project schedule.
  • Document and action all project related issues.
  • Accountable to ensure project document deliverables are completed. (example: Equipment Acceptance List )
  • Archive Project Documentation and ensure all appropriate customer and site information has been input into SIMS.
  • At a High Level, understand the technologies to be delivered and how this technology will meet the customer’s requirements and expectations.
  • Assist in labour quotations as necessary.
Requirements
  • Demonstrated planning and organizational skills
  • Ability to read and perform “Take Offs” (create a Bill of Materials and Labour required to carry out a job) from Construction Drawings with a minimum 3+ years experience.
  • Demonstrated verbal, written, reporting and presentation skills
  • Proven understanding of project management concepts
  • Must be a team player, a facilitator, with good interpersonal skills
  • Tactical skills in organizing, prioritizing tasks, identifying milestones to reach a specific goal
  • Ability to manage multiple projects simultaneously
  • Understanding of telecommunications industry. This would include industry players, standards and practices.
  • Understanding of telecommunication concepts as related to Connex’s Line of Business offerings (i.e. VoIP).
  • Project management education ( i.e. Certificate in Project Management, PMI designation)
  • Bilingual an asset (Montreal Opening)
Personal Contacts
  • Design & Training (Implementation) – Project related interaction, high interaction during project, rely on technical expertise for timelines management and project deliverables.
  • Field Services – Project related interaction, high interaction during project; rely on technical expertise for timelines management and project deliverables.
  • Sales – Daily interaction for projects, RFP's, customer issues
  • Sales Engineering – Project related interaction, interaction during project initiation phase; rely on technical expertise for material and strategy for deployment.
  • Customer Care (Order entry) – Daily interaction. Relaying customer issues to create trouble tickets or MACs. SC billing and closure. Post-cut billing issues.
  • Procurement - Project related interaction, interaction during life of the project; rely on delivery timeframes for material and returning of unused or defective equipment.
  • Finance - Project related interaction, high interaction during project lifecycle. Budget/finance management of project. Additional interaction with customer related queries for billing and why the customer is not paying the invoices.
  • Connex Management - Project related interaction, interaction during project to communicate all aspects of project.
Equipment Used
  • MS Office (Word, Excel, Power Point, Project, Outlook, Visio, Office Communicator, Live meeting, Tandberg)
  • Internet/Intranet
  • SIMS
  • Phones
  • Laptops
  • VPN (remote access)
  • iPhone
Environment
  • No direct reports. However during the life cycle of a project, a project manager may have one resource or many resources under their project supervision.
  • A Project Manager will have several projects in various project stages, with multiple resources under their project supervision for the life cycle of the project.
  • Project resources may include:
    -Voice Technicians
    -Data Technicians
    -Software Specialist
    -Cable Technicians
    -Cable Project Coordinators
    -Connex
Supervision Given None
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