Implementation Specialist
hace 1 semana
At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues. Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands‑on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos. Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture. POSITION SUMMARY Broadvoice is looking for an experienced Implementation Specialist to join our growing team. In this dynamic role, you will implement our product solutions by working with customers to build system requirements. The Technical Implementation Specialist provides training and facilitates knowledge transfer through planning and execution; delivering a full assessment of existing voice and data networks, identifying needs & challenges, and adapting implementation plans to ensure a smooth transition to our VoIP network. KEY RESPONSIBILITIES Plan and troubleshoot customer voice and data networks Ensure a streamlined implementation process for customers by providing cutover support, verifying service, testing system configuration, and identifying, correcting, or escalating issues Become a subject matter expert, providing customer support throughout implementation by resolving concerns Document, track, and provide status updates on all tickets, projects, and customer communications Provide feedback to engineering and product teams regarding features and functionality, communicating product enhancements, bug fixes and modifications Collaborate with internal business partners to resolve customer questions and issues Perform job‑related duties as assigned QUALIFICATIONS Experience in successful implementation and/or support of voice and data networks Strong time management, prioritization, and planning skills Working knowledge of the following: Microsoft applications (Word, Excel, Outlook, etc.), Wireshark, Notepad/Notepad++, XML Marker, Audacity, Putty, Firefox, Chrome Excellent interpersonal and communication skills Excellent problem‑solving and customer service skills Ability to meet deadlines, achieve goals, and work in a dynamic environment Willingness to quickly learn and follow complex procedures Demonstrated ability to manage and elevate issues and drive resolution Demonstrated ability to work both independently and as part of a team Adaptable to change in processes, procedures, and responsibilities A positive, self‑starter attitude with a desire to meet and exceed expectations WHY BROADVOICE
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