Enterprise Unified Communications Specialist

3+ years of experience in technical and/or sales customer service
Post-secondary education (minimum of an undergraduate degree is preferred)
Minimum 2 years SaaS implementations experience which must include experience in a customer facing role
Ability to understand technical as well as business requirements and accurately capture technical notes
Solid understanding of the delivery and implementation of product from a customer perspective
Outstanding organizational skills and attention to detail
Strong written, verbal, and inter-personal communication skills, with outstanding telephone and email etiquette
Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio)
Strong analytical and problem-solving skills with significant attention to the smallest details
Strong understanding of domains, networking principles, message flow, email protocols, and DNS
Advanced knowledge of networking fundamentals (AD, ADFS, TCP/IP, DNS, DHCP, VPN, LDAP, SSO)

Provide world-class service in the deployment of Global Relay services and resolving customer enquiries
Responsible for the setup, and support of the Global Relay UC product suite
Build strong relationships with Customers, Partners, and other Global Relay Teams
Ensure client project deadlines are met in an efficient and professional manner
Work with clients to determine required workflows and implement solution leveraging best practices
Provide both pre/post-sales front-line technical assistance to Global Relay customers
Own technical vendor relationships and liaise with product on requirements & enhancements
Be the point of contact for technical service escalation, including customer inquiries with respect to product, sales demos or other questions
Collect customer feedback for product enhancement
Troubleshoot complex issues related to project implementation
Continually work with Product Managers to understand current offerings and roadmap
Serve as the voice of the customer to drive continuous improvement across the product
Acts as the technical expert and provides knowledgeable service during demonstrations of Global Relay products
Complete implementations for clients with unlimited number of users and highest complexity
Ensure errors or omissions in Provisioning documentation or wiki articles are addressed
Perform peer reviews of new service implementations
Manage high profile client setups independently while providing guidance to Project Managers and Business Development

Experience using Salesforce or other CRM system is highly desirable
Ability to create and run Excel Macros, create and run scripts to automate tasks, SQL knowledge, and the ability to create and run SQL scripts preferred
Basic scripting (PowerShell, Perl, VBScript, etc.), MCSE, MCITP, CCNA, PMP and other industry certifications are desirable