RCN - San Luis Obispo, CA
posted about 2 months ago
Astound Broadband, the sixth-largest telecommunications provider in the United States, is seeking a Hosted Voice Onboarding Specialist to ensure a positive customer experience during the post-sales implementation of Hosted Voice and Cloud Contact Center services. This role is crucial in managing the onboarding process for new customers, particularly for large and complex deployments. The ideal candidate will possess strong technical proficiency with Hosted Voice and Cloud Contact Center features and will be adept at transferring this knowledge to both technical and non-technical customers. The position requires adherence to schedules, guidelines, and organizational product rules while effectively managing priorities. The Hosted Voice Onboarding Specialist will conduct customer onboarding both virtually and in-person, develop and maintain onboarding materials such as tutorials, presentations, guides, and checklists, and facilitate the onboarding process for Voice Implementation Project Managers. This role also involves enhancing customer education efforts through the development of customer-facing collateral and assisting in the handoff from Sales/SE to Implementation on complex orders. The specialist will educate customers on network readiness and coordinate with implementation teams to ensure the use of the LAN Readiness Checklist and supporting software. Additionally, the specialist will serve as a technical resource for implementation teams, provide escalation support for technical installations, and act as a secondary interface with customers for post-installation configuration changes and training needs. The role requires approximately 50% travel within the Astound footprint, with about 10 trips per month depending on business needs. Other duties may be assigned as necessary.