Description
JOB SUMMARY
The Hosted Coordinator I is responsible for learning and understanding the coordination, implementation, and execution of Hosted Business Solutions. The Hosted Coordinator I will interface and develop relationships with external customers, as well as internal departments to ensure that requests for new and/or existing accounts are completed according to specifications in a timely manner, including communication regarding resource management to support project performance. Must be comfortable training EPB's customers one on one, and at times in groups.
DUTIES & RESPONSIBILITIES
- Manage inventory of equipment used for Hosted Business Solutions.
- Configure, document, and scan all equipment needed for installation of Complex services.
- Provide customer support for existing accounts including change requests, support and onsite training for customer employees and/or technicians.
- Continuously learn to understand Hosted Phone Features. Stays abreast of emerging technologies, new features, and products.
- Understand how to apply Hosted Phone Features to a Business Group
- Recognize the different phone model types and their functionalities
- Understand the process of the installation process including building and setting phones, configuring room layout.
- Support with coordination, implementation, and execution of sales requests that come through CRM for new and existing accounts.
- Assist with ensuring project-related documents are complete, current, and stored appropriately. Close out all service requests and CAD jobs that execute to the next CRM Node.
- Assess informational spreadsheets that gather information from the customer
- Perform small hosted tasks such as Mac Requests and 5 phones or fewer installs
- Field customer returned phones, check/change Metaswitch BG level hardware as a second level check to assure Metaswitch stays clean. Create return bins and process hardware back to Stores.
- Confirm porting information: Carrier, confirm all numbers, verify all numbers provided by the customer have been requested for port and verify FOC dates to make sure that Cut-over day runs smoothly.
EDUCATION & EXPERIENCE
- Any combination of education and work experience equivalent to a high school diploma, and/or any other combination of education, training or experience that provides the required technical knowledge, skills, and ability.
- Comfortable with training groups of people on
- Prior Experience with Metaview Web is required
- Basic Prior knowledge of the following systems used in Auditing - Omnia, AMS, Metaswitch, Toolbox, Excel
- Prior Phone System and/or Commercial Wi-Fi experience is a plus
- Any prior experience with softphones or call recording software is a plus
CERTIFICATIONS(S) & OTHER REQUIREMENTS
- A valid Driver's License
- Organizational skills required. Will need to have the ability to communicate, and document customer requests in the field to later transfer to EPB systems. Self-motivation and the ability to efficiently schedule meetings with customer administrators, completing all processes related to other customers progressing through systems at the office, and Training the EPB customer on-site at times can be difficult to meet customer time frames.
- Proficient in using Microsoft Office Applications
- Excellent customer service, oral and written communication, interpersonal, problem solving, and teamwork skills
Contact
EPB
10 West ML King Blvd
Chattanooga
Tennessee United States
www.epb.net
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15 Dec, 2024
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