Manager, VNOC   
 
COMPANY PROFILE:
Our client is a worldwide leader in IP-based video communication and collaboration services, with offices in the United States, Canada, UK, Hong Kong and China.
 
Located in Etobicoke, this position drives premium customer service and technical support, to clients globally using videoconferencing services. Demonstrating exceptional customer service skills and a commitment to deliver the optimal customer experience, the position involves providing team leadership and coaching, coordinating team logistics, communicating team status, task accomplishments and direction. It also requires an unwavering focus on ensuring the Customer Service (CSC) and Network Operations Centre (NOC) agents provide peerless user support by diagnosing, isolating and resolving any technical issues encountered before, during or after the video conference.

The Manager, VNOC will report to the Director, VNOC and will manage the call centre agents in the Customer Support Centre and Network Operations Centre in providing customers with the best level of service and experience in the industry.

BENEFITS:
Full time position
Compensation dependent upon experience
Group benefits coverage

REQUIREMENTS:
Exemplary track record of motivating and leading teams to deliver an industry-leading Customer Service Experience with an unwavering focus on the basic, essential skills necessary to thrive as an agent in a Support Centre
Proven skills in recognizing training opportunities and preparing a training program using a diverse set of learning methods that will ensure knowledge gaps are eliminated and the new skills and information learned are retained
First point of escalation in the VNOC
Execute, when required, managed video and multimedia conferences over a complex global service network
Provide technical support for customers and resolve their issues when they have been escalated
Diagnose, isolate and report issues with the video, voice and data equipment
Assist with the development of call scripts and process documentation used for client service delivery
Open / close detailed cases (trouble tickets) in CRM system for all reported / observed network impairments and client issues
Deliver best in class customer experience with dedication and enthusiasm
 
TECHNICAL SKILLS:
Fundamental knowledge of videoconferencing infrastructures
Experience working in a NOC/NMC for global communications
CRM trouble ticket reporting experience
In-depth knowledge of MPLS/IP/VPN networks
Strong knowledge of Cisco VPN/Firewall technologies
Knowledge of Quality of Service, IPSec, GRE tunnels, multicasting and traffic balancing techniques essential
Experience in the design and management of enterprise network routing architectures using protocols such as OSPF, BGP, EIGRP, RIP and static routes
Previous experience in a 24/7 NOC work environment
You should possess strong general computer and MS Office skills.
Fundamental knowledge of complex computer systems and IP networking a must.
Fundamental knowledge of telecommunications networks  and ISDN an excellent asset
Fundamental knowledge of video conferencing infrastructures and Voice technologies an excellent asset
Demonstrated technical, IP network or general problem solving capabilities and CRM/trouble ticketing experience developed from previous call centre or help desk experience are a definite asset.

Anyone interested in this position must submit their C.V. in confidence by email

Please quote Manager, VNOC in Subject line