Communications / Voip Customer Support Consultant
Davis , CA 95616
Posted 3 months ago
Creating value by bringing together the right people to achieve results is our motto. Our clients and employees say they choose to work with us because of how we work with them - with service that exceeds their expectations and a personal commitment to their success.
Our client, a comprehensive doctoral research university with a medical program, veterinary program, and very high research activity is widely known for specialties in agriculture, viticulture and enology, the biological sciences and veterinary medicine seeks accomplished Communications / VOIP Customer Support Consultant.
Candidate must be authorized to work in USA without requiring sponsorship
Assist with customer questions and service for the VoIP rollout. The deployment of CISCO VoIP will require extensive customer support in gathering customer site information.
These positions are responsible for interacting with customers to facilitate data collection, planning, scheduling, and organizing client conversions from the legacy telephone system to a Cisco VoIP system. This position works closely with the VoIP Project Manager to interview, educate, train and assist customers with the conversion to VoIP.
70% Customer Support for Voice over IP (VoIP) Conversion: Consult with customers on use of Cisco VoIP communication services including: Call center applications, Voice mail and Automated Attendants, business office telephone configurations, softphone configurations, Moves-Adds-Changes, and network jack installations. Analyze needs and recommend service configurations for customers. Participate in Customer Cutover Coordination meetings with the client, project team members, and key stakeholders. Attend project update meetings, coordinate timelines and scope changes, resolve customer coordination issues, and provide current status of customer VoIP conversion efforts. Analyze and clarify customer voice service requirements and accompanying infrastructure wiring requirements to ensure a smooth transition to VoIP services. Maintain regular communications with clients to assure accurate and timely migration of services. Analyze voice service data imports to validate correct information. Train customers on the use of VoIP services and applications. Update voice service configuration information in Cisco Call Manager to make data and service corrections as needed. Provide post cutover customer support.
20% Fulfill Customer Service Orders: Enter service orders into tele management system and coordinate installation and service schedules. Implement Move-Adds-Changes in coordination with Line Assigners. Work closely with service team to assure proper implementation of customer service requests. Monitor completion of work and assure customer satisfaction. Participate in service assessment and delivery/installations as needed. Provide customer training on all voice services. Analyze complex voice, video, and data network trouble calls that may require in-depth problem resolution. Assure customer satisfaction with final solution. Independently analyze user requests from department and contractors relating to customer service. Determine nature of the request, the priority, coordinate requests and follow up with customer. Serve as point of contact. Analyze customer requests for CR services and insure appropriate turnaround times.
10% Ancillary Responsibilities:
Provide customer insight in the analysis of VoIP products and services. Work with others to develop new services and products. Analyze discrepancy reports and make corrections to data entry. Recommend changes to business processes. Assist departmental efforts to find, analyze and correct database discrepancies. Assist in providing subject matter expertise in developing, documenting and implementing process changes for MAC work in voice, data and video.
Experience and knowledge of CISCO Voice over IP systems and configurations.
Project coordination skills and ability to manage multiple projects of varying complexity and scope.
Knowledge of voice services including vertical feature sets, multi-line configuration and voicemail services.
Knowledge of telecommunications terminology and applications.
Knowledge of general communication infrastructure requirements for voice equipment. Excellent customer service skills.
Knowledge of Nortel SL-100 feature sets and customer facing services. Knowledge of Cisco Voice over IP feature sets and customer facing services.
I'd love to talk to you if you think this position is right up your alley.
If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you. We're driven, people driven.
Lead Technical Recruiter
NOTE: Candidates that are offered a position are required to pass pre-employment background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws.
Customer Service, VOIP