Tech Data - US Technical Support Specialist - Telephony in Mississauga, Ontario

This role is to exist within the Advanced Solutions.

The Technical Support Specialist (TSS) is the primary point of contact for the reseller customers, responding to technical questions and providing high levels of technical expertise around the Mitel/Avaya product line(s). This involves inbound technical support over the phone and/or at customer site, as well as outbound activities such as individual and group training for resellers, seminars and presentations, and industry and event participation. As part of the Advanced Solutions Business , the TSS will provide support and backup for the other Specialists.

The TSS is a key liaison between the Reseller, Tech Data and the vendor, as a coordination point to ensure all available resources are being leveraged to ensure the right solution is proposed and delivered to the end customer.

TSS goals are based on a combination of customer support KPI’s and sales metrics.

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  • Essential Duties and Responsibilities: % of time

Pre Sales Technical Support (60%)

  • Inbound and outbound customer support; building configurations and recommending appropriate Mitel/Avaya hardware/software solutions based on customer need.

  • Provide technical input for quotes, bids, proposals

  • Develop tools and communication vehicles in support of proactive information sharing

  • Respond to customer technical inquiries within pre-determined timeframe.

Technical Training (20%)

  • Deliver technical education to resellers, to assist them in their skills development efforts

  • Provide internal support for achievement of other qualifications, as required by Mitel/Avaya

Technical Certifications (5%)

  • Maintain personal technical certifications, in compliance with Mitel/Avaya requirements and expectations

Planning (5%)

  • Develop and manage technical support business plan

  • Develop, update and present monthly and bi-weekly business updates, executive reviews and/or summaries

    • Vendor Relations (5%)
  • Build appropriate technical and business level relationships within Mitel/Avaya. Maintain relationships within Mitel/Avaya to ensure Tech Data has consistent access to technical support tools and resources across Canada.

  • Provide updates, feedback, etc. to Mitel/Avaya in compliance with reporting requirements

Events (5%)

  • Participate in industry, Mitel/Avaya-specific, Tech Data and Reseller events, as a technical representative for the line

Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the specialized or technical knowledge, skills and related experiences.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge/Skill/Ability

Must have

Preferred

Educational level:

College Diploma

University Degree

Specialties/Major Subjects:

Computer IT Major

Computer science, system engineering, programming, business

Type of work experience:

Pre-Sales support, customer service

System engineering, Technical Sales

Years of experience in the industry:

5+ years in IT technical role

5+ years in IT Technical role + 5 years sales/consultative/training role

Other related experiences:

IT Technical trainer, technical sales, technical hardware support

Same but with distribution or IBM -specific or product-specific experience

Additional skills:

-Business writing, presentation/public speaking, customer service,

Microsoft Office (Excel, Powerpoint, Word)

  • same

Special Training Required:

Technical Certifications in progress or similar to those required for compliance with IBM Software programs.

Technical Certifications already in place for compliance with IBM programs.

#LI-POST

Requisition Number: 2018-20653

Weekly Work Hours (# of hours): 40

Shift Time (8AM-5PM, 11AM-8PM, etc.): 9:00-5:30

Travel Required: Less than 10%

Relocation Assistance Available: No

Working Time: Full-Time

External Company Name: Tech Data Corporation

External Company URL: www.techdata.com

Street: 6911 Creditview Road