VoIP Specialist

Conterra Ultra Broadband•Hessmer, LA

7d•Onsite

About The Position

Conterra Networks creates custom technology-based network solutions for businesses of all sizes nationwide. For over 25 years our team of local professionals have been designing, building, and managing our 11,000+ mile owned and operated fiber network. We are committed to providing fiber-driven solutions for even the highest-bandwidth consuming organizations, and to employing and empowering highly qualified people to serve you better than any other provider. Fiber driven. People powered. Our slogan reinforces our customer commitment. Conterra delivers the network, but it is our people—and how much we care before, during, and after the build—that truly sets us apart. As we continue to expand our business, we are looking for talented people we a creative mindset, a knack for problem-solving, a collaborative work ethic, and a passion for customer service to join our team. That’s where you come in. Candidates must be in a reasonable commute of the office. The position is a unique opportunity to Join a company that designs, builds, and operates new-technology-based telecom networks in the education, healthcare, enterprise, and carrier industries throughout the U.S. Work in a challenging environment that maintains the highest levels of integrity and reliability when partnering with organizations that share our vision and commitment to performance excellence. Conterra is passionate about delivering an excellent Customer Experience - helping customers thrive by providing solutions that enable them to be more efficient in the core business functions and by easing the transition from their former solution. This position plays an essential role in providing that excellent Customer Experience.

Requirements

1+ Years of providing customer service, preferably in a cloud computing or telephony environment
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

Nice To Haves

Four (4) years or more relevant telecommunications experience preferred

Responsibilities

Ensure customer success, exceeding their expectations throughout the installation and setup process.
Work directly with customers before, during and after their installation, promptly assisting them with the initial setup and configuration of their new solution.
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