Hosted Voice Coordinater/Trainer in Huntsville, AL at WOW!

Date Posted: 4/12/2018

Job Snapshot

Job Description


This position will involve the training customers on the Hosted Voice product. This requires call intervention, technical support, assuming ownership of customer escalations, providing pro-active management and internal customer updates on a more condensed interval, quick isolation of root cause, and summarizing the overall circumstance as required

Duties & Responsibilities:

Essential Duties and Responsibilities include the following but are not limited to:

  • Works with new customers on the Hosted Voice product

  • Works in conjunction with other members of Service Delivery, Sales, Engineering, Marketing, Product Management and Local Field resources to ensure successful customer installation and training

  • Works with customer via phone/web to train on the them on the features of the Hosted Voice product

  • Ensures that technology standards and best practices are being followed

  • Traveling to customers sites

  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction

  • Alerts management to revenue affecting road blocks

  • Other duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


High school diploma (or GED) and equivalent work related experience.

-Experience/Skills Needed:

  • Previous training experience

  • Previous experience working with Hosted Voice products

  • Excellent oral and written communication skills

  • Experience with WOW! network or related service delivery group

  • Able to communicate effectively with customers over the phone and web

  • Able to hear customers concerns and address them effectively

  • Able to work with other groups

  • Ability to multitask

  • Understanding of different types of business phone needs

  • Must have outstanding customer service and support skills

  • Applicant must be a team player who can motivate team members and cross resource to accomplish the common goal

  • Candidate should maintain exceptionally strong written and verbal communication skills

  • Possess strong sense of self-motivation, and be comfortable with management and customer escalations

  • Must be innovative, able to set/change priorities and use available resource to meet the needs of WOW! and our clients

  • Possesses a working knowledge of the provisioning process and overall work flow throughout the service implementation process

  • Solid organization and time management skills

  • Excellent customer service skills and desire to provide quality service and response to clients

  • Must have the ability to make quick effective decisions that have a significant impact on WOW! clients

  • Must be willing to work overtime, including weekends, as the work load requires

-Computer Skills:

Proficiency with word processing and spreadsheet software, Internet software and email

-Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to reach and hold on to items at chest level or reach above the shoulder

  • required to use close vision and be able to focus

  • some travel required


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