Onboarding Customer Support Specialist

Job Summary

A Blueface onboarding & customer support specialist will have outstanding customer service skills and a focus on problem resolution. You will be responsible to engage with both direct and wholesale clients to assist in the Onboarding of their account to one of the many Blueface platforms, provide the relevant training and provide exceptional ongoing support by phone and email throughout the customers lifetime with Blueface.

Job Description

Scheduled Hours: 12 - 9 pm EST / 11 am - 8 pm CST / 10 am - 7 pm MST / 9 am - 6 pm PST

• (Based on candidate geography)

Core Responsibilities

• Coordinate with end users and customers ensuring their new system installation process and activities are clear, concise and above all smooth from start to finish while adhering to contract terms.
• Communicate with customers by telephone or by email and resolve all onboarding and technical support issues as necessary.
• Proactively identify issues that may prevent an onboarding order from advancing to installation and escalate matters to the appropriate party for resolution assistance.
• Assist with onboarding account management functions including, but not limited to, number porting, billing, set up of special call features and such other duties as may arise from time to time.
• Build and Configure Customer accounts
• Provide remote training sessions to New and Existing Customers/Partners.
• Provide Technical Support, Problem diagnostics and resolution
• Escalate unresolved issues to designated departments for further investigation and remediation managing customer expectations until the issue is resolved
• Provide positive and customer centric support at all times, listen attentively to customers needs and driving to resolution of issues at all times
• Ensure a team-focused approach is maintained at all times, coordinating with all operations functions to ensure customers receive the highest possible standard of service and support
• Recommend improvements in products, services, or billing methods and procedures to prevent future problems
• Other activities and tasks as required by your direct manager from time to time and ad-hoc responsibilities as required for the continued development of Blueface.

Preferred Requirements for Role (if applicable) Ex: (Certifications, industry experience, areas of expertise)

• Proven track record of operating in a dynamic, demanding and customer centric environment
• Highly motivated and hard-working with ability to think clearly under pressure
• Good analytical problem-solving skills
• The capacity to work well individually and within a team, across multiple locations and parties
• Strong communication (written and verbal) and interpersonal skills
• Outstanding listening and questioning skills
• Attention to detail
• Previous experience with IP & Telephony
• Additional languages is a plus
• Zendesk experience is a bonus
• Experience working with global teams
• Demonstrated experience troubleshooting customer escalations in a ticket based workflow while achieving SLA requirements
• Working knowledge of Microsoft computer applications, email and internet, along with knowledge of Microsoft Office Suite tools such as Microsoft Excel, Word, PowerPoint etc. Additional knowledge of the Google Cloud Suite is an advantage for collaboration.

Years of Experience Requires to performance role (Estimate- can be a range):

• 1+ years experience in Technical Support, Help Desk Support or Customer Service