About This Role
This Onboarding Specialist role is crucial for Lightspeed Voice, ensuring new customers are successfully integrated onto the platform. The specialist acts as a technical and operational link between customers and internal teams, guiding clients through the setup process, resolving issues, and fostering engagement. The position primarily involves phone and written communication to accurately and efficiently configure customer profiles.
Responsibilities
- Serve as the primary point of contact for customers throughout the onboarding process
- Liaise between customers and internal teams to facilitate successful and timely onboarding completion
- Coordinate and execute all onboarding-related activities for new clients
- Manage client onboarding using direct communication channels, including phone and email
- Monitor and encourage customer engagement during the onboarding period
- Identify at-risk customers and proactively work to resolve issues and keep onboarding on track
- Provide phone and email-based technical support related to applicable Lightspeed Voice software and platforms
- Track onboarding tasks against established schedules and milestones
- Coordinate with internal teams to ensure onboarding goals and timelines are met
- Identify key customer contacts and connect them with appropriate Lightspeed Voice resources
Requirements
- High School Diploma required
- 1+ years of Customer Onboarding, Networking, VoIP telephony, Trouble Shooting, Customer Service, or Call Center experience
- Excellent written and verbal communication skills (in-person, written, and phone)
- Strong interpersonal skills and the ability to build rapport with clients
- A persistent, resilient, and goal-oriented mindset
- Ability to work independently and as part of a team in a fast-paced environment
- Professional and friendly customer service demeanor
- Proficiency in Microsoft Excel, Outlook, and Word; comfort with paperless workflows
- Team-oriented attitude with a willingness to learn
- Perform office-based work requiring extended periods of computer use
- Occasional lifting or moving of office materials, up to 50lbs
- Ability to sit for long periods of time and utilize a computer for extended periods of time
Nice to have:
- BA or BS preferred
- Extensive VoiP Telephony Experience
- Familiarity with the UCaaS, MSP, and VoIP support cycles
- ERP System Experience
- Experience with basic router configurations and other network devices like switches, IP telephones, basic networking issues and tools, LANs, WANs, and internet connectivity issues, like ping, trace route, etc.
