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

Base Salary: The base salary range in California for this position is $90,000 - $110,000, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to California and may not be applicable to other locations.

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 and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered.  Discrimination of any kind has no place here.  We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business. 

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf  

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)