• Documents, tracks and monitors problems to ensure resolution in a timely manner.• Coordinates ticket referrals to appropriate technical personnel for execution and follow-up.• Originally assumes responsibility for certain tickets or correctly escalates to a status of need to “jump in” and interface with clients on a situational basis to de-escalate client tensions.• Handled all Tier 2 requests and escalates if necessary, to ensure speedy resolution• Handled certain specialized Tier 3 requests• Contacts and directs vendor management• Ensures remote monitoring and management services are up to date and provided on a regularly scheduled basis as defined by Lightning IT’s Preventative Maintenance Checklist.• Schedules onsite cleaning and maintenance services for all clients/• Responsible for the training and supervision of Helpdesk technicians as well as technical consultants.• Identifies certification requirements and individual personal development programs for staff as part of a comprehensive team IT service delivery strategy • Responsible for the ongoing evaluation of staff and for conducting regular performance reviews in accordance with applicable Lightning IT Services’ Employee Handbook policies.• Pursues ongoing training and personal development as part of an approved Lightning IT Ser-vices’ strategy• Works closely with all IT staff to ensure quality and clarity on service deliverables.• Adds a personal touch to all clients to ensure needs are met. • Makes “outside of the box decisions” to increase productivity for Lightning IT Services and its partners

- Desktop Support - Maintain a working inventory of IT hardware and software - Administrating and implementing ticketing system to ensure accountability and consistency - Executing recurring support tasks - server backup and inspection schedules - Create and deploy user educational materials- MDM support - Maintaining business relationship with mobility partners

Customer Solutions – Consumer Win-backCareer Opportunity: Customer Solutions – Consumer Win-back ExpertAccountabilities:• Experts will be responsible for using Shaw Best Practice Save strategies to promote sales growth by providing exceptional customer service and creating longstanding relationships with customers.• Increase brand recognition with our full product line efficiently; accurately while focusing on a positive customer experience. • Responsible for all customer communications, conflict resolution and compliance on customer deliverables and revenue; ensure customer issues are dealt with in an efficient manner.• Below are the two types of disconnects; which experts are responsible for:o Competitive win-backs – Competitor initiated disconnect of services on behalf of the customer.o Pre-emptive win-backs – Consumer initiated disconnect of services.• Stay up to date on the latest competitor activity by identifying gaps in customer’s current product suite in order to educate and maximize customers return on investment.• Handle escalated or sensitive customer situations with empathy and professionalism.Skills, Experience and Qualifications earned:• Strong Knowledge of internal systems and processes IE: CBS, Outlook, Unified Desktop, Score.• Outstanding problem solving and negotiation skills with the ability to work well in fast-paced and demanding situations.• Demonstrate the ability to support others and adapt to change in a rapidly changing environment.• Self-motivator with the ability to work independently in a team environment with minimum supervision.• Pleasant personality with superior communications skills, both written and verbal.• Strong sales, organization, analytic and time-management skills.

The Sales Support Representative will be responsible for the support of our business targets through their excellent communication skills and a desire to succeed. Provide support Outside Sales Representatives with the creation of sales leads, initiation of prospect calls, support documentation, and establishment of ongoing rapport with existing and potential customers. Integrity, vision, and passion are essential for this role.Responsibilities:• Call prospects that are generated by external sources of lead• Identify decision makers within targeted leads to begin sales process• Penetrate all targeted accounts and radiate sales from within client base• Create and deliver qualified opportunities to the relevant Account Managers• Maintain and expand the company’s database of prospects/Leads within Sales Force• Handle inbound, unsolicited prospect calls and convert them into sales or pass onto the relevant Account Manager• Coordinate and ensure flow of order confirmation, inventory pricing, and shipping lifecycle is completed in a timely manner• Coordinate customer training as necessary• Investigate and troubleshoot customer service issues• Appropriately communicate brand identity and corporate position• Produce quotes on request from Account Managers and PMO staff• Prepare contracts and addendums• Set up and deliver sales presentations, product/service demonstrations, and other sales actions such as printing, binding handouts, etc. when requested• Assist in creating RFP responses & prequalification documentation to potential clients• Where necessary, book and support marketing efforts such as trade shows, exhibits, and other events• Ensure that the corporate website is regularly kept up to date with current events, corporate achievements, and happenings

- Accountable for all duties under contractual SLA for their account base.- Provided expertise and support to their account base.- Provide mobile phone expertise to clients; Which includes - Break/fix , Billing management, Billing analysis with direct contact with the carrier, Provision and procurement. - Managed assigned tasks within their account base using the necessary systems (ie. Remedy)- Complete and provide all required reports as assigned by Core Communications Systems.Inc. and/or required reported based on account projects and agreements.