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Astound Broadband - Philadelphia, PA

posted 2 months ago

Full-time - Mid Level
Philadelphia, PA
251-500 employees

About the position

The Hosted Voice Onboarding Specialist plays a crucial role in ensuring a positive customer experience during the post-sales implementation of Hosted Voice and Cloud Contact Center services. This position requires technical proficiency in these services and the ability to effectively communicate with both technical and non-technical customers. The specialist will manage onboarding processes, develop educational materials, and support large enterprise deployments, often requiring travel.

Responsibilities

  • Conduct customer onboarding for large and complex customers virtually and onsite.
  • Develop and maintain customer onboarding materials such as tutorials, presentations, guides, and checklists.
  • Facilitate Voice Implementation Project Manager virtual onboarding by providing required user-facing documentation.
  • Enhance customer education efforts through the development of customer-facing collateral.
  • Assist in the handoff from Sales/SE to Implementation on complex orders to streamline acceptance.
  • Educate assigned customers on network readiness and coordinate with implementation teams.
  • Serve as a technical expertise resource to implementation teams for low volume and ICB product deployments.
  • Provide escalation support to dispatch teams for technical installations focused on complex solution deployment.
  • Act as a secondary interface with customers for post-installation configuration changes and training needs.
  • Support large enterprise deployments with in-person assistance, requiring approximately 50% travel.

Requirements

  • High school diploma or equivalent; Bachelor's Degree preferred.
  • 3-5 years' experience in Technical Support, Customer Onboarding, or related fields supporting large hosted voice and cloud contact center deployments.
  • Experience creating and maintaining customer-facing onboarding and training materials.
  • Strong technical proficiency with hosted voice and cloud contact center products and features.
  • Strong internal and external stakeholder management skills.
  • Proven ability to communicate technical information to both technical and non-technical customers.

Benefits

  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee discount
  • Health insurance
  • Paid holidays
  • Paid sick time
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