Voip Engineer

Insight Global; Lafayette (LA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Company car

Travel 50%

Job summary

Conterra is seeking a Customer Success/Implementation Specialist to work on-site in Lafayette, LA, Tue-Thu in the office and travel to customer sites as needed. A company car is provided to support field visits.

You will guide customers through installation, activation, number porting, and initial configuration, ensuring they gain maximum value from new voice services. Key responsibilities include site assessments, consultative design, coordinating onboarding with Service Delivery, and providing

Qualifications

• 1+ years of customer service, preferably in a cloud computing or telephony environment
• Four (4) years or more relevant telecommunications experience preferred
• Ability to listen, analyze, troubleshoot and to resolve common customer inquiries
• Strong organizational and time management skills. Must be able to effectively coordinate projects and can manage multiple projects and tasks concurrently.
• Excellent verbal and written communication skills
• Understanding of Unified Communications and VoIP technologies
• Demonstrate a high degree of initiative and self-guided work management
• Strong desire to develop new technical knowledge and professional skills on a continual basis

Responsibilities

• The ideal candidate will ensure customer success, exceeding their expectations throughout the installation and setup process.
• You'll work directly with customers before, during and after their installation, promptly assisting them with the initial setup and configuration of their new solution.
• You'll assist with equipment activation, transferring phone numbers to Conterra from a prior carrier and ensure that Customers are getting maximum value out of their new services and features.
• Pre-Sales Hosted Voice SME Support – As needed for strategic accounts or complex solutions, support Sales as a Hosted Voice solution SME.
• Site Assessment & Data Gathering – Post sale, conduct a site assessment and data gathering initiative. Obtain pertinent information about network, users, devices, and call flows.
• Consultative Solution Design – Consult with customers on specific implementation details and solution options; how to utilize key features to improve their business processes.
• Customer Advocacy – Document the detailed solution requirements and mediate any implementation questions between Conterra and the Customer.
• Implementation Support – On-site support of Field technicians during the implementation phase as well and helping the customers configure telephone extensions, services, and activate equipment.
• On-site Customer Training – Provide customer training on the use of phones, features, and portal.
• Initial Customer Support – Provide outstanding customer service throughout the implementation process and incubation-period by resolving immediate escalations to ensure customer satisfaction.
• Travel 50% in Market as well as occasional travel to Headquarters for training

Skills

Customer service

Telecommunications experience

UC/VoIP knowledge

Communication skills

Project coordination

Time management

Troubleshooting

Team collaboration

Self-guided work

Initiative

Job description

This role is Tuesday - Thursday in the office in addition to commuting around the Lafayette, LA area on customer sites. A company car will be provided.

Must Haves

• 1+ Years of providing customer service, preferably in a cloud computing or telephony environment
• Four (4) years or more relevant telecommunications experience preferred
• Ability to listen, analyze, troubleshoot and to resolve common customer inquiries
• Strong organizational and time management skills. Must be able to effectively coordinate projects and can manage multiple projects and tasks concurrently.
• Excellent verbal and written communication skills
• Team player with a positive attitude. Ability to work well with business partners, customers, and vendors.
• Understanding of Unified Communications and VoIP technologies
• Demonstrate a high degree of initiative and self-guided work management
• Strong desire to develop new technical knowledge and professional skills on a continual basis

Day to Day Deep Dive:

• The ideal candidate will ensure customer success, exceeding their expectations throughout the installation and setup process. You'll work directly with customers before, during and after their installation, promptly assisting them with the initial setup and configuration of their new solution. You'll assist with equipment activation, transferring phone numbers to Conterra from a prior carrier and ensure that Customers are getting maximum value out of their new services and features.
• Pre-Sales Hosted Voice SME Support – As needed for strategic accounts or complex solutions, support Sales as a Hosted Voice solution SME.
• Site Assessment & Data Gathering – Post sale, conduct a site assessment and data gathering initiative. Obtain pertinent information about network, users, devices, and call flows.
• Consultative Solution Design – Consult with customers on specific implementation details and solution options; how to utilize key features to improve their business processes.
• Customer Advocacy – Document the detailed solution requirements and mediate any implementation questions between Conterra and the Customer. Work with the Service Delivery team and the Customer to coordinate solution implementation, testing, and number porting as part of a pre-defined onboarding process; meeting deadlines, SLAs and ensuring the Customer’s expectations are managed during the entirety of the onboarding process. Be the Customer’s primary support resource during onboarding and incubation stages.
• Implementation Support – On-site support of Field technicians during the implementation phase as well and helping the customers configure telephone extensions, services, and activate equipment.
• On-site Customer Training – Provide customer training on the use of phones, features, and portal.
• Initial Customer Support – Provide outstanding customer service throughout the implementation process and incubation-period by resolving immediate escalations to ensure customer satisfaction. Facilitate a smooth transition to other Conterra Operations teams at the end of the incubation period.
• Travel 50% in Market as well as occasional travel to Headquarters for training