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

BENEFITS

• You’ll enjoy competitive compensation including outstanding benefits and perks that fit your life, including:

• Health, Dental, Vision, and wellness plans for you and your family – including a free on-site health clinic and on-site exercise facilities

• Educational assistance programs and programs centered on career development to help you reach your personal and career goals.

• Funding a financial savings program that helps you plan your future - 401K

• Volunteer Opportunities