Telecom Porting/Provisioning Coordinator - Jobs in Waterloo, ON

Job Description

OPENTEXT - THE INFORMATION COMPANYAs the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.The Opportunity:Consultant (Customer Onboarding and Porting Delivery) for OpenText Professional Services is an instrumental role leading to the successful implementation of customers on the OpenText Cloud Fax/Messaging platform. Responsible for the day-to-day direct support of customer requests and interaction with internal Teams for the successful completion of number porting onto OpenText Cloud platform, as well as, facilitating customer onboarding sessions and implementation.You are great at:

• Process and execute Number Porting/Provisioning requests for the OpenText Cloud Fax/Messaging platform
  • Accurately submit monitor port orders via carrier portals
  • Effectively communicate actions required by customers to address issues with requests, as necessary
  • Maintain request ownership and provide regular and continuing communications with customers and carriers until request completion
• Lead customer onboarding activities for OpenText Cloud Fax/Messaging platform
  • Perform planning, execution, and delivery of customer activities
  • Perform cloud onboarding setup and configuration activities
  • Manage communication, expectations, responsibilities, and schedules/timelines
  • Apply basic project management methodologies, principles, and techniques
  • Provide basic customer training
• Participate and lead special projects as assigned
• Use established methodologies and documented procedures to perform assigned tasks
• Determine when to escalate issues to senior team member/manager to ensure effective delivery
• Identify and actively communicate and document opportunities to streamline processes to help the department run efficiently
• Present a professional and pleasant image of the product and company

What it takes:

• Experience with system implementations and cloud solutions required
• Prior experience working within Services or Consulting environment required
• Demonstrated project management skills and solid technical documentation skills required
• Proficiency in MS Office Suite, particularly Excel, Word, PowerPoint, and Microsoft Teams skills required
• Proficiency in IT ticketing tools desired (ITSM, Siebel, HP Service Manager, ServiceNow, etc.)
• Knowledge of basic networking and telco (VoIP/FoIP) infrastructure and telecom domain knowledge desired
• Knowledge of the systems and services that are deployed to provide OpenText Fax, Voice, E-mail, and SMS services, a plus

Behavioral Skills and Competencies Required:

• Excellent customer service focus - enjoys interfacing with customers and stakeholders on a regular basis
• Excellent written, verbal and listening communication skills
• Interpersonal relationship skills to work and communicate with internal and external customers/stakeholders
• Ability to articulate clearly and provide instructions via telephone
• Strong planning and organization skills, problem solver, able to handle multiple requests and ability to prioritize demand
• Strong desire to acquire new knowledge and expand technical proficiencies in a variety of technology and platforms. Ability to learn and acquire new skills quickly
• High degree of flexibility in the roles and responsibilities performed
• Able to support global delivery model. Flexibility with work hours to be able to participate in projects in US and EMEA time zones, as necessary
• Self-starter: ability to work independently, as well as, in group settings with minimum supervision; be a strong contributor within a team environment, in particular cross-functional teaming

Required Qualifications:

• 3-5 years of experience in Professional Services, Consulting, Technical Training or systems implementation/engineering or support experience within an enterprise software company/IT department
• 3-5 years of hands-on implementation experience with cloud technologies and/or client/server technologies
• Bachelor’s degree in Computer Science or related field; or equivalent work experience required
• Fluency in English and French language skills highly desired

OpenTexts efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.Quick Apply

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