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. What you will be doing The ideal candidate will ensure customer success, exceeding their expectations throughout the installation and setup process. You'll work directly with customers before, during and after their installation, promptly assisting them with the initial setup and configuration of their new solution. You'll 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 What you will need 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. 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