Responsibilities
- Serve as a first point of contact to manage multiple accounts during implementation phase
- Engage with customer’s executives to understand and document customer requirements
- Technical familiarity with system features and use
- Customize our solution according to customer’s requirements
- Work hands-on to perform initial configuration of the customer’s system
- Coordinate your efforts with other teams to deliver all ordered services by cut-over date
- In coordination with the account management team train new customers in all aspects of the implemented solution
- Work hands-on to resolve immediate customer escalations
- Troubleshoot common technical issues and drive issue escalation with Technical Support
- Participate in customer-requested meetings
- Have flawless follow-up with customer calls, emails, and trainings
Qualifications
- 3+ years of experience in providing customer-oriented services
- Excellent verbal and written communication skills
- Project management skills
- Creative problem solving skills
- Hands-on technical expertise in one or more of the following areas:
- Telephony infrastructure and Voice-over-IP (SIP)
- IT infrastructure and security
- IP networking
- System administration
