Current vacancies at 4net Technologies:
Purpose of this position:
4net Technologies are an award winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally. Due to 4net’s accelerated growth, we have a requirement for an apprentice Systems Engineer who is motivated, sociable, has a “get it done” attitude and can perform as part of a high functioning team.
The primary function will be to ensure 4net continue deliver exceptional service to our end Customers. The applicant will be trained on Avaya IPO, CM and Enghouse EICC Platforms. The role will involve a mixture of Installation, Maintenance and Service Desk activities.
Ongoing training will be provided to keep the individual up to date with the latest Technology and cross training to cover 4nets Technical Portfolio.
Main responsibilities
1. To ensure an excellent Service Delivery experience for customers and to maintain 4net contracted SLA’s >95%
2. To ensure an excellent Customer Satisfaction score for all implementations
3. Management of tickets and escalation to Manufacturers
4. Complete Tier 1 and Tier 2 investigation
5. Adhere to the 4net Helpdesk Procedures
6. Responsibility to ensure personal learning and development is maintained, and a full understanding of our products and services to ensure you are comfortable in 4net solutions.
Working detail
Based at: 4net Manchester Office (Trafford Park)
Working times: Monday – Friday 08:30 – 17:00
Reporting to: Head of Service Delivery
Standards
• Planning (vital for the role, to have good organisational skills).
• Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
• Interpersonal Skills (this is a given as the job is communication focused).
• Documentation (strong written skills for update and reporting).
• Team work. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)
If you’ve got what it takes to be part of our award winning team apply today!
Main purpose of Role:
Proactively and regularly engage with existing 4 net customers and collaborate with partners and stakeholders to achieve high levels of customer satisfaction and retention and generate additional business sales.
Scope of responsibilities
Customer Relationship Manager will be assigned an agreed set of either Tier 1 customers or Tier 2 & 3 customers. The role is predominantly office based with the occasional customer on-site visits as required.
Tier 1 customers.
The Account Director will be the primary contact, with the Customer Relationship Manager acting in a support role with a high focus on customer satisfaction.
Tier 2 & 3 customers .
Ability to attend meetings, calls and potentially present to customers during tender and sales negotiation processes. Ability to demonstrate extensive technical knowledge in customer facing scenarios.
Scope of Responsibility table
| Responsibilities | Standards | |
|---|---|---|
|
1. |
Input to customer contact strategy and account plans tailored to individual customer requirements. | Customers who don’t currently have a service delivery management will receive min one visit per year by either the Account Director or Customer Relationship Manager. |
|
2. |
Regularly contact and support 4net customers in line with agreed contact strategy to develop a long-term relationship and: • Keep abreast of their business plans, IT and Communications needs and use this knowledge to anticipate their needs for 4net products and services. • Provide easy to understand advice and information on 4net products and services • Keep them up to date on technical developments relevant to their business such as software or product updates • Ensure they are aware of all 4net events and coordinate invitations as required. |
Tier 1 – Contact will primarily be by telephone unless otherwise agreed as part of the customer contact strategy. Tier 2 – Meet customers and present sales and service issues as the customer requires – either by phone, email, face to face or other. |
|
3. |
Act as the customer champion and go to person for technical queries, escalated sales and service satisfaction issues ensuring the ‘voice of the customer’ is heard within 4net and issues are resolved promptly. | |
|
4. |
Achieve personal sales targets through proactive daily account management. | Focus will be on selling service delivery management and cloud-based solutions. |
|
5. |
Collaborate with partners and suppliers as required to provide quotes for orders under £10k and create sales documents for order processing. | |
|
6. |
Collaborate with relevant internal teams to ensure all customer orders are processed in a timely manner. | |
|
7. |
Collaborate with the Account Director and Commercial team on the renewal of customer contracts. | |
|
8. |
Ensure customer satisfaction surveys are completed by 4net customers. | Check who survey needs to be sent to, following up to ensure completion. |
|
9. |
Ensure that all customer account information is updated in the 4net CRM database promptly and accurately. | |
|
10. |
Provide regular updates and reports on activities and key projects, ensuring the information available to support the relationship is positive and accurate. | |
|
11. |
Proactively seek opportunities for personal learning and development to ensure you have a full, up to date understanding of 4net products and services to sell appropriate customer solutions. |
Technical Profile
- A minimum of 12 months experience in a customer facing role in a service focused business, with some previous sales experience.
Personal Attributes/Skills
- Good commercial acumen, highly goal orientated/achievement driven with the ability to deliver at pace.
- Technically oriented with a natural curiosity and ability to quickly develop an understanding of current and future trends in business technologies and the 4net business and portfolio.
- A versatile learner with a strong commitment to personal development
- Presentable with the ability to relate to and build effective relationships with all types of people.
- A genuine interest in developing a long-term relationship with 4net customers.
- Easily gains trust and support of others and able to quietly and collaboratively resolve challenges to deliver results.
- Good planning and organising skills with a high level of attention to detail
Traits and Behaviour
- Focus on customers – committed to providing the best service to our customers in all that they do
- Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
- Can Do Attitude – Takes personal responsibility for getting things done
- Growth – Proactively seeks ways to improve and grow the business
This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.
If you’ve got what it takes to be part of our award winning team apply today!
Main purpose of Role:
4net Technologies are an award-winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally. Due to 4net’s accelerated growth, we have a requirement for an Implementation Engineer who is motivated, sociable, has a “get it done” attitude and can perform as part of a high functioning team.
The candidate’s primary function will be to ensure 4net continue to deliver exceptional Avaya AACC, ACCS and Aura implementation support to our end Customers. The applicant needs to have strong Technical skills in Avaya and beneficial if any Nortel products. The role will involve predominately implementation activities, there may be occasional requirements to fulfil maintenance activities including, upgrades and moves and changes requests from 4net’s end customers.
Ongoing training will be provided to keep up to date with the latest technology and cross training to cover 4nets technical portfolio.
Scope of responsibilities
1. Installation and configuration of large-scale enterprise PBX and contact centre solutions. Ability to deliver solutions working independently or as part of a team where necessary.
2. Project engagement as a dedicated project engineer, delivering large scale projects from inception through to completion with support handover. Create and manage project documentation such as high/low level designs, technical requirement capture forms etc.
3. Support for sales and pre-sales with customer engagements. Ability to attend meetings, calls and potentially present to customers during tender and sales negotiation processes. Ability to demonstrate extensive technical knowledge in customer facing scenarios.
4. Engagement with smaller scale mini projects and maintenance escalations
5. Training and Accreditation
a. Coordination of training to meet Capability and Accreditation goals.
b. Ensure personal learning and development is maintained
6. Avaya administration – PLDS & support site administration – license generation and administration
7. Deliver/support in ad-hoc projects as required, working to agreed timescales and collaborating with appropriate internal and external stakeholders.
Personal Attributes/Skills
– Effective communication skills
– Problem solving skills
– Self-motivated
Technical Profile
- Strong technical skills for Avaya AACC and ACCS
- Avaya Aura experience preferred
- SBC/Session Manager/System Manager experience
- Extensive IT knowledge
- Nortel CS1000 experience preferred
Traits and Behaviour
- Focus on customers – committed to providing the best service to our customers in all that they do
- Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
- Can Do Attitude – Takes personal responsibility for getting things done
- Growth – Proactively seeks ways to improve and grow the business
This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.