Hosted Voice Onboarding Specialist

Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Job Summary

The Hosted Voice Onboarding Specialist is responsible for ensuring a positive customer experience for new customers during the post sales implementation of Hosted Voice and Cloud Contact Center post sales process. The Hosted Voice Onboarding Specialist must have demonstrated technical proficiency with Hosted Voice and Cloud Contact center features as well as the ability to transfer that knowledge to both technical and non-technical customers. This ideal candidate must be able to adhere to schedules, guidelines, and requirements in accordance with the organization's product rules while demonstrating the ability to manage priorities.

Duties and Responsibilities

• Directly conducts customer onboarding for Large and Complex customers both virtually via web conferencing and in-person onsite for large enterprise customer deployments
• Develops and maintains customer onboarding materials such as: Tutorials, Presentations, Guides, and Checklists
• Facilitates Voice Implementation Project Manager virtual onboarding by developing and maintaining providing required user facing documentation
• Enhances customer education efforts provided by local technicians through the development and management of customer facing collateral
• Assists customer handoff from Sales/SE to Implementation on complex orders to streamline acceptance
• Educates assigned customers on network readiness and coordinates with implementation to ensure the use of the LAN Readiness Checklist and supporting software
• Serves as technical expertise resource to implementation teams to support low volume and ICB product deployments
• Provides escalation point to dispatch teams in support of technical installations focused around complex solution deployment in assigned region
• Serve as secondary interface with customer for post installation configuration changes and training needs in support of complex and/or large Hosted Voice deployments in designated region
• Completes discover and demo for complex customer on an Individual Case Basis
• Support large enterprise deployments with in-person support that would result in approximately 50% travel within the Astound footprint. Approximately 10 per month depending on business need.
• Other duties as assigned

Requirements/Qualifications

Education: High school diploma or equivalent; Bachelor's Degree preferred

Experience:

• 3-5 years' experience in Technical Support, Customer Onboarding or Related supporting large hosted voice and cloud contact center enterprise deployments
• Experience creating and maintaining customer facing onboarding and training materials

Knowledge, Skills and Abilities:

• Must have strong technical proficiency with hosted voice and cloud contact center products and features with ability to complete system configurations
• Strong internal and external stakeholder management skills needed to leverage cross-functional departments to ensure successful onboarding experience
• Proven ability to communicate technical information to both non-technical and technical customers both verbally and in writing
• Travel up to 50%

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: 80 hours per year and increases based on tenure with the organization (**PTO/Vacation is specific to our West region and could vary within other geographical regions.)
• Paid Holidays: 7 days per year
• Paid Sick Leave based on state and local ordinance (**Sick leave is specific to our West region and could vary within other geographical regions.)
• Tuition reimbursement program
• Employee discount program

Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer. We embrace, support, and thrive on each other's differences to maximize the experience of our teammates and our community. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

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