Customer Success Specialist

This is a remote position.

The Project & Onboarding Coordinator is a critical role within our VoIP NOC, serving as the primary point of contact for new customers. Your mission is to take a customer from “signed contract” to “expert user.” You will ensure their Cloud PBX system is properly configured and that their team feels confident using the platform from day one.

Key Responsibilities

1. Contract Management & Project Kick-off

Document Ownership

• Follow through on issued quotes to secure signed contracts
  

• Process Letters of Authorization (LOA) for phone number porting
  

Implementation Planning

• Conduct Discovery Calls to understand the client’s organizational structure
  

• Gather extension lists and define call flow requirements
  

• Document implementation details clearly for internal coordination
  
  

2. Expert Customer Onboarding & Training

Guided Portal Walkthroughs

• Lead one-on-one or group screen-sharing sessions
  

• Train customers on navigating and managing the Cloud PBX portal
  

Feature Deep-Dive Training
Educate users on both basic and advanced features, including:

• Voicemail: Setting greetings, PINs, and voicemail-to-email notifications
  

• Call Handling: Call forwarding, transferring, and three-way calling
  

• Status Management: Enabling/disabling Do Not Disturb (DND) and managing Find Me/Follow Me rules
  

• Hardware & Software Setup: Assisting with mobile/desktop app installation and ensuring desk phones are provisioned and fully functional
  

3. Triage & Basic Troubleshooting

First-Response Support

• Address initial post-go-live questions related to call quality and feature configuration
  

NOC Coordination

• Perform basic diagnostics (e.g., registration status checks, firewall verification)
  

• Escalate complex network-related issues to Senior Engineers when necessary
  

Training Goals (Success Metrics)

• Time-to-Value: Efficiently transition customers from contract signing to their first successful live call
  

• User Adoption: Ensure all users can independently manage voicemail and status settings
  

• Documentation Quality: Develop simple, clear, no-jargon quick reference guides for end users
  

Requirements

• Customer-Focused Communication: Ability to explain technical concepts clearly and patiently
  

• VoIP Knowledge: Understanding of Hosted PBX features such as Auto-Attendants, Ring Groups, and SIP signaling
  

• Presentation Skills: Comfortable conducting live virtual training sessions using tools such as Zoom, Microsoft Teams, or Google Meet
  

• Organizational Skills: Strong documentation and follow-through abilities
  

Benefits

• Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash! Plus, enjoy an extra day off on your birthday.
  
• Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
  
• Performance-Based Salary Increase: Enjoy a raise after regularization
  
• Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  
• Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  
• Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.