Hosted Voice Onboarding Specialist

$90,000 - $110,000/Yr

RCN - Northampton, PA

Full-time - Mid Level

Northampton, PA

Printing and Related Support Activities

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 and educate 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 and management of customer-facing collateral.
• Assist in the customer handoff from Sales/SE to Implementation on complex orders.
• 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.
• Act as a secondary interface with customers for post-installation configuration changes and training needs.
• Complete discovery and demo for complex customers on an individual case basis.
• Support large enterprise deployments with in-person support, 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 stakeholder management skills to leverage cross-functional departments for successful onboarding.
• Proven ability to communicate technical information to both technical and non-technical customers.

Benefits

• 401k with employer match
• Insurance options including medical, dental, vision, life, and STD insurance
• Paid Time Off/Vacation: 80 hours per year, increasing based on tenure
• Paid Holidays: 7 days per year
• Paid Sick Leave based on state and local ordinance
• Tuition reimbursement program
• Employee discount program