Technical Solution Specialist

**Who we are looking for**:
Cloudli is currently looking for an IP Telephony Specialist - Sales Support

As a Sales Support - IP Telephony Specialist you will be part of the Cloudli Customer Success team and report to the Director, Customer Success. You will manage and sustain relationships with customers, helping them take full advantage of Cloudli services, providing insights on customer interactions to improve customer experience through responding to enquiries about our products and services, addressing customer complaints, and influencing product and service upgrades.

**Your responsibilities will include**:

- Act as a liaison in the sales process between sales teams, customers, and engineers;
- Work with Sales Team and Customers to determine best solution for Cloudli customers and Cloudli Agents/Resellers;
- Provide a superior customer service experience during all interactions with our channel partners, customers, and other stakeholders;
- Strong customer relationships and addressing customer needs through their Cloudli journey from pre-sales support and post-sales onboarding to full adoption of, and success using our services;
- Support Sales and Marketing teams with product training, workshops and other related initiatives requiring product presentation, customer needs analysis;
- Assist Sales team with development of sales plan and responses to RFP/RFQ;
- Collaborate with Support Team to pro-actively identify trending questions and pain-points of customer, leveraging self-serve content to address needs;
- Provide training to Customer, Support and Sales Team members on Cloudli services and features;
- Provide Technical and Sales support to Customers and Account managers;
- Stay current on new and upcoming technologies which are aligned with Cloudli services and business strategies;
- Periodically reach out to the technical leads of existing customers to further develop the business relationship and make certain they are satisfied with Cloudli services;
- Document customer setup and configuration so other Cloudli teams can understand customers’ unique details and provide better support;
- Respond to inquiries or escalations and provide appropriate responses in a timely manner;
- Ensure timely delivery of all project deliverables.

**What we're looking for**:

- 5+ years in Customer focused Sales and Engineering role;
- Bachelor’s Degree in computer science, Information Systems, or related field;
- Telecommunication background and experienced with VoIP and FoIP technology, including SIP, RTP, SRTP, QOS, T.30, T.38;
- Well versed with Network technologies and terminologies. Networking or Telephone certification is a plus;
- IP Networks: Must possess at least a high-level understanding of IP networking;
- SIP Trunking: Minimum 5 years proven experience working in the VoIP/FoIP services field;
- T.38 Fax: Must have a thorough understanding of the T.38 protocol for real-time fax transmission over IP;
- Excellent knowledge of SIP troubleshooting tools and techniques;
- Excellent knowledge of Zendesk, Sales Force (using & programming);
- Proficient in Microsoft Office Suite, like Excel and PowerPoint;
- Ability to translate technical jargon into easily understandable information for users and ability to communicate with all levels of customer - Executives, users, administrators;
- Software programming skills or experience with analytics and reporting tools a plus.
- Knowledgeable of telecommunications services and products;
- Excellent customer service, interpersonal, and organizational skills;
- Great interpersonal and communication skills with ability to clearly articulate ideas both verbally and written as well as listen to others, encouraging and accepting input from other team members;
- Seasoned in interfacing with different internal and external teams including those of customers, service providers and equipment vendors to drive the resolution of problems when they occur;
- A commitment to collaborative work and quality work;
- Good time-management skills with ability to successfully work under tight deadlines;
- Bilingual in English and French.

**What we offer**:
Cloudli offers its team members a great opportunity to stay on the leading edge of the new technological innovations in their field of work and play an important role in exciting projects shaping the future of the telecommunications industry. You’ll find Cloudli’s culture to be exciting, challenging and rewarding.

Cloudli provides:

- Competitive salaries
- Bonuses
- Flexible hours
- Hybrid Office/Work-from-Home policy
- Flexible vacation policy
- Comprehensive group insurance package
- Extended health care
- Dental care
- Long Term Disability
- Life insurance

**Who we are**:
Cloudli Communications Corp., located in the heart of downtown Montreal, delivers feature-rich communications solutions to businesses of all types and sizes, with a track record that spans decades. Today, our solutions include work-from-anywhere unified co