Hosted Voice Implementation Technician

Veracity Networks - Lindon, UT (30+ days ago)3.8


The Hosted Voice Implementation tech will be tasked with engaging customers in a consultative capacity and providing specialized expertise around Veracity Networks hosted products, the contact center industry, and other ancillary systems including CRM, telecommunications infrastructure, analytics and social media.

The candidate will be responsible for technical and day to day tasks including but not limited to managing (CX) customer experience and expectations, configuring Veracity’s hosted products and completing customer installations. All systems and services are to be implemented and balanced with best practices and customer requirements. This position will also require coordination between various departments within Veracity all with emphasis toward a very satisfied customer implementation.

· Design and validate all job requirements and customer specifications to create and deliver implementation plan

· Execute customer validation testing at end of implementation to ensure customer satisfaction

· Establish all technical project requirements and maintain effective professional relationships with all clients and organize all project materials

· Assist customer to monitor all software implementation lifecycle and assist in making appropriate customization to products

· Completes onboarding processes, including training clients on our hosted voice platform and hand-off to account management and support

· Serve as expert in the hosted voice product suite

· Improve customer experience, perception, and satisfaction through effective communication and expectation management

· Develop in-depth knowledge of the service catalog and how it relates to customer’s needs

· Keep records of customer interactions and transactions

· Record details of interactions, inquiries, comments and complaints

· Provide client support and technical issue resolution via E-Mail, in person, phone and other electronic media

· Deal directly with customers either by telephone, electronic communication, or face-to-face

· Respond promptly and professionally to customer inquiries

· Handle and resolve customer complaints

· Execute effective sales tactics and department goals

· Process orders, forms, applications, and requests

· Communicate with customer throughout sales process to installation

· Follow-up with all customer requests and interactions

· Direct requests and unresolved issues to the designated resource

· Communicate and coordinate with internal departments to ensure timely processing of paperwork

· Obtain general understanding of industry and application operations related to company offered services

· Obtain detailed knowledge of company offerings and services

· Have thorough understanding of industry sales practices and knowledge of competitor’s products and services

· Perform light lifting 25lbs

· Other duties may be assigned as required

Job Type: Full-time

Salary: $45,000.00 to $65,000.00 /year

Experience:

  • Telecommunications: 1 year

Education:

  • High school or equivalent

Location:

  • Lindon, UT

Required work authorization:

  • United States