Business Support Coordinator

Hybrid, at least 3 days per week in office

As one of Canada’s Best Managed Companies for 17 consecutive years, Eastlink provides businesses with telecommunications services they need to serve their customers and employees.

These services include dedicated Internet, other layer 2 and 3 data services, high-capacity low latency DWDM, Managed Wi-Fi, IP voice services and integration with Microsoft Teams, 5G mobile services, and business security.

We connect our customers to their data centres, application providers and key locations across our international fibre optic transport network.

The Business Support Coordinator will be the Next Generation Telephony subject matter expert for the Business Sales & Operations team.

You will be responsible to attend virtual / in person customer meetings as the subject matter expert and ensure the successful implementation of new customers.

The Business Support Coordinator delivers ongoing direct support to Eastlink corporate customers to enhance customer satisfaction and retention.

The Business Support Coordinator will communicate regularly and act as a liaison with Telephone Operations & Engineering, Repair, and Marketing on the introduction, support, and development of telephony products.

The ideal candidate will be a professional, customer focused individual with the skills sets to troubleshoot and manage multiple priorities within an exciting, deadline driven environment.

Responsibilities :

Provide subject matter expert technical support to the Sales Team, prior, during and after customer sale including :

• Verify existing programming and local service requirements prior to switch over.
• Coordinate with Sales and Repair to resolve escalated customer service issues.
• Communicate with both the client and sales team to propose service enhancements for service.
• Aid in the training and knowledge share of both internal and external clients on new or updated products.
• Complete work orders and enter into Eastlink’s provisioning systems.

Requirements :

• 3 years’ experience in a related position, previous telephony experience required.
• Post-secondary education focused in business or technical related field or equivalent experience.
• Proven track record of providing superior customer service.
• Understanding of Structured Cabling, Fiber Optic, and Fiber Coax systems is an asset.
• Excellent troubleshooting skills, ability to troubleshoot and maintain telephone setups / systems preferred.
• Ability to multi-task, prioritize workload based on various service level agreements.
• Strong interpersonal skills with emphasis on positive results.
• Valid driver’s license coupled with a satisfactory driver’s abstract.
• Frequent local and regional travel is required for this position.

Why Choose Eastlink?

Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers.

We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience.

Our philosophy of developing and training our team on the ground not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.

We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.

Get your career started with us and stay with us, your journey begins here!

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