Hosted Voice Onboarding Specialist

$90,000 - $110,000/Yr

RCN - San Luis Obispo, CA

Full-time - Mid Level

San Luis Obispo, CA

Printing and Related Support Activities

About the position

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.

Responsibilities

• Conduct customer onboarding for large and complex customers both virtually and in-person.
• 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 focused on complex solution deployment.
• 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, resulting in 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 enterprise 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 non-technical and 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