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CAREER OPPORTUNITY

Massy Communications Ltd., a fellow subsidiary of the Massy Group operating in the Information Technology and Communications group, is seeking to recruit an energetic, knowledgeable, passionate and people focused leader to join our dynamic team in the position of:

Product Lead

JOB SUMMARY

In this role, you will be required to research, develop and launch new products & packages, which will enhance the customer experience/journey.

MAIN RESPONSIBILITIES

Delight customers daily in keeping Massy Communications Customer Service Philosophy.
Develop the entire product line life cycle from strategic planning to product development including pricing.
Identify market requirements for current and future products by conducting market research.
Promote any new solution set across development teams (primarily Engineering, and Marketing) through market requirements, product contract, positioning and after sales support.
Contribute to the development, implementation and execution a company-wide go-to-market plan, through the coordination with all departments.
Assist with the development of advertising, public relations and marketing communications to meet product objectives.
Execute commercialization product offering to target customers.
Conduct periodic product analysis, quality assurance process and optimize as needed.
Analyse potential partner relationships for the product.
Coordinate product & pricing certification process.
Work closely with engineers to develop prototypes for existing products.
Work with vendors to identify issues with incoming products.
Advise product vendors on best practices and methods to enhance customer experience.
Coordinate future and existing assigned products, set objectives and report on performance.
Establish milestone and objectives.
Ensure revenue and customer satisfaction goals are met.
Perform any other related duties as required.

REQUIREMENTS

BSc in Marketing, Business Administration or equivalent.
Minimum of five years’ relevant experience in telecommunications.
Knowledge and experience in Market Research Methodologies.
Proficient in Microsoft Office Suite of applications.
Certification in Project Management will be an asset.
Knowledge and experience in the Telecommunications Industry will be an asset.
Must be the owner of a valid drivers’ licence and a good working vehicle.
Ability to work with minimum supervision.
Excellent communication skills.

INTERESTED AND QUALIFIED CANDIDATES PLEASE CONTACT:

The Human Resources Department
Massy Communications Ltd
LP 81A El Socorro Extension Road South
El Socorro, San Juan

Or E-mail: vacancy.tt@massycommunications.com

Please note all applications must be submitted by NOVEMBER 14th, 2017

Only suitable applications will be acknowledged

Technical Support Professional

JOB SUMMARY

With comprehensive knowledge of Massy Communications’ services and processes, a Technical Support Professional is responsible for providing Technical support for Massy Communications’ Customers by responding to inquiries via phone and e-mail. This encompasses trouble-shooting customer's reported problems, educating new customers, escalating issues as needed and promoting the organization's products and services.

MAIN RESPONSIBILITIES

Delight customers daily in keeping Massy Communications Customer Service Philosophy
Responsible for providing quality technical support to customers and to installation and service personnel who are having problems using the company’s products. May assess needs and suggest/promote alternative products or services.
Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.
Utilize interviewing techniques with customers, simplifying complex information into easy to understand questions.
Maintains advanced technical knowledge of the company’s products and services.
Upsell and cross-sell products and services to customers when appropriate.
Follow up in a timely manner to ensure customer satisfaction.
Upgrades, downgrades, transfer and reconnects service. Answers basic billing questions (such as non-pays) and process payments.
May be required to attend and work company events providing face to face support, troubleshooting and demonstrating company products.
Performs any other duties related to the job function.

REQUIREMENTS

Associate Degree in Computer Science, Information Technology,Information Systems or equivalent job knowledge could be an asset.
Contact Centre experience, inbound and outbound/telemarketing is strongly desired.
Experience in Telecommunications or related field would be an asset.
Ability to handle difficult customer situations and drive positive customer experience.
Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude.
Required to work on a 24hr rotational shift system that includes 4x10 overnight shifts, weekends and public holidays.
Exemplary Attendance and Punctuality.
Excellent attention to detail and multi-tasking ability.
Must possess strong communication skills.