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VIP, Technical Account Manager

Job Number:
Job Title:
VIP, Technical Account Manager
Job Type:
Permanent Full Time
Job Location:
Cornwall, ON
Customer Care
Number Of Positions:
Date Posted:
June 3, 2021
Closing Date:
June 17, 2021

We are looking for a VIP, Technical Account Manager to join our team in Cornwall, ON. You will be responsible for responding to and resolving routine to complex customer requests to our most valuable clients by offering an enhanced, proactive, one-stop service. You will have an expertise in building strong and trusting relationships; providing the highest standard of service and experiences tailored to them, which includes 24/7, support and advanced remote monitoring. This position also requires you to be highly available and to take accountability for the Executive Escalations and responses. As a result, you must be able to demonstrate excellent leadership combined with strong organizational and time management abilities.

Acting as an Account Manager for all related support needs, you will provide a white glove dedicated service while focusing on building direct client relationships and maintaining customer loyalty as strategic partners and/or key clients. This position will include performing advance technical troubleshooting as the subject matter expert, providing input or recommendation on solutions, remote monitoring of the service to ensure service reliability, and liaising with cross-functional departments to ensure rapid resolution to open cases. The ideal candidate will demonstrate exceptional communication skills and maintain the core values of the organization.

Key responsibilities include:

• Accurate and timely response to questions, assisting internal and external customers with installation, setup and advance troubleshooting for the new product (example: Router and Phone) via phone, e-mail and messaging services.
• Technical resolution of customer issues for an elite group of customers providing hands-on support and direction relating to the following; customer satisfaction and retention, building and maintaining direct client relationships with key business partners, advance monitoring of service to ensure reliability and system performance at all times and 24/7 support for VIP clients.
• Act as the cross-departmental liaison to investigate, escalate and resolve product specific technical issues as appropriate.
• Provide clients with comprehensive product/service consultations and guide their decision-making process.
• Document and prioritize trouble tickets and product technical issues on customer accounts while assisting in the development of a product knowledge base and/or technical tips & tricks that can be utilized by the business.
• Provide continual process improvement review / recommendations to the operations team.

The ideal candidate will possess:

• 2 years technical or network support experience in telecommunication/internet service provider
• Post-secondary education in the technical or networking field (or equivalent level experience)
• Advanced knowledge of methods, tools and techniques for identifying and resolving technical issues
• Strong computer and troubleshooting skills with the ability to analyze and solve problems
• Proficiency in Microsoft Operating Systems. MAC and Linux experience is an asset
• Strong verbal and written communication skills enabling effective communications with customers and co-workers in both technical and non-technical terms
• Self-motivated and driven with good time management and organizational skills with strong sense of urgency.
• Proven ability to resolve customer complaints quickly and efficiently
• Building good relationships with customers and ability to adapt to different personalities
• Good conflict resolution and problem-solving skills
• Ability to follow guidelines and strong attention to detail
• Ability to prioritize and multi-task while adapting in a fast-paced work environment
• Advanced technical and product knowledge of Xplornet Platforms; Home Phone, Router, etc.
• Maintain expert level extensive knowledge of technical troubleshooting for Xplornet products and stay current on relative technology advancements
• A solid understanding of home networking principles, practices and simple networking designs
• Previous customer service experience is an asset
• Bilingualism (French/English) is an asset

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplornet is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is one of Canada’s leading broadband service providers. For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services through its unique wireless and satellite network that connects Canadians to what matters.