Onboarding/Implementation Specialist! Turn Client Dreams into Reality at OneCloud!

Ready to orchestrate digital transformations that wow our customers?

At OneCloud, we're seeking an extraordinary Onboarding/Implementation Specialist to be the driving force behind our clients' success stories! This pivotal role puts you at the helm of customer journeys from thrilling kickoffs to triumphant finishes. This position is responsible for coordinating all aspects of project implementation, including scheduling, resource allocation, and customer training, to ensure that projects are completed on time, within scope, and to the highest level of customer satisfaction. This position will play a key role in setting up new customers for long-term success by guiding them through the initial phases of adopting our SaaS product.  This role is an in-office workspace, located in Charlotte, NC.  The ideal candidate will be highly organized, self-motivated, and capable of managing multiple projects simultaneously. Strong communication skills, both verbal and written, are essential for success in this role.  This position is essential for ensuring that customer projects are executed smoothly from start to finish. If you're a self-motivated implementation rockstar who transforms complex projects into customer success stories, we want YOU on our team! Join OneCloud and become the architect of experiences that clients remember and celebrate!

Transform onboarding from ordinary to extraordinary—apply today and revolutionize how our clients experience OneCloud!

Duties/Responsibilities:

• Oversee and coordinate all phases of project implementation, including planning, scheduling, and resource allocation.
• Work closely with clients to schedule project milestones, training sessions, and ensure all necessary equipment and materials are available.
• Monitor project progress, ensuring deadlines are met and projects are completed to the client’s satisfaction.
• Develop and deliver comprehensive training sessions for customers on the use of OneCloud products and services.
• Customize training materials to meet the specific needs of each client, ensuring they have the knowledge and skills required to utilize OneCloud solutions effectively.
• Serve as the primary point of contact for customers throughout the project lifecycle, providing updates and addressing any concerns.
• Build and maintain strong relationships with clients, ensuring clear communication and a high level of customer service.
• Manage client expectations and ensure that all aspects of the project meet OneCloud’s quality standards.
• Coordinate with internal teams and external contractors to ensure that all resources are available and properly allocated for each project.
• Confirm proper shipping schedules and equipment delivery, ensuring all components are in place for timely project execution.
• Maintain accurate project documentation, including schedules, training records, and customer communications.
• Provide regular reports on project status, including any risks or issues that may impact the project timeline or budget.
• Identify areas for process improvement within the project coordination and training functions.
• Collaborate with team leaders to develop and implement best practices for project management and customer training.

Qualifications:

• Organizational Skills: Exceptional organizational skills and attention to detail.
• Communication: Excellent verbal, written, and presentation skills.
• Customer Service: Outstanding interpersonal and customer service skills.
• Teamwork: Ability to work effectively, both independently and as part of a team.
• Time Management: Superb time management skills with a proven ability to meet tight deadlines.
• Technical Skills: Competency in Microsoft applications including SharePoint, Word, Excel, and Outlook. 
• Adaptability: Able and willing to learn new software tools and applications.

Education and Experience: 

• Bachelor’s degree in related field, or two (2) years of progressive experience in the specialty in lieu of each year of education.
• Experience in the telecommunications industry (voice, data, networking) is a plus.
• Familiarity with Zoho suite of applications is a plus

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Willing and able to travel to client locations.
• 21 years of age with a valid driver’s license and good driving record.

Technical Support Superstar - Join the OneCloud Revolution!

Are you ready to champion cutting-edge IT solutions in Charlotte?

OneCloud seeks tech-savvy individuals for front-line support, aiding clients with a range of information technology-related issues encompassing desktops, mobile devices, network services, and telephony equipment. This position is a full-time in-office workspace, located in Charlotte, NC. Successful technicians prioritize first-class customer service, engaging customers through various communication channels, attentively addressing concerns, fostering customer relations, and proficiently troubleshooting diverse issues. Additionally, this role entails testing new in-house technologies and fostering enthusiasm for innovative solutions and products. Become part of a team that doesn't just fix problems—we create raving fans through innovative solutions and genuine enthusiasm for technology that makes a difference!

Ready to transform customer support into customer amazement? Join our Charlotte tech community today!

Duties/Responsibilities:

• Handle, oversee, and support technical issues and inquiries initiated via online platforms and phone calls.
• Research, respond to, and accurately resolve cases of moderate complexity efficiently while following team standards.
• Assess, prioritize, and monitor support tickets, escalating incidents to the relevant support teams if issues cannot be resolved independently.
• Continuously track the entire lifecycle of assigned tickets to guarantee resolution.
• Handle inquiries across Voice, Webchat, and Ticketing systems encompassing various areas including:

           o Password resets

           o Basic Windows support

           o Phone system programming

           o Network troubleshooting

           o Mobile App assistance

           o Software installation and removal 

           o Diagnosing Hardware and Software issues

           o Remote troubleshooting and assistance

           o Referrals to sales for solution upsells if identified

• Perform general administrative tasks, including managing clients in service/CRM software, maintaining logs and time records for support tickets, and documenting hardware, networks, and equipment.
• Work with proper teams to communicate ongoing problems and issue resolutions.
• Perform other duties as assigned.

 Qualifications:

• Strong analytical and problem-solving skills.
• Capacity to swiftly and effectively acquire new skills.
• Desire to learn and retain new information.
• Ability to communicate effectively (both verbally and in writing).
• Excellent organizational and interpersonal skills.
• Highly motivated self-starter capable of leading initiatives and collaborating effectively within a team.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Must be willing to commute and work in the Charlotte Area.

Education/Certifications and Experience:

• Degree or certification in General IT/Computer field, or equivalent experience.
• Entry-level Networking experience.
• Familiarity of UCaaS and CCaaS.
• Zoho (or CRM/ERP) working knowledge.
• Previous Customer Service experience.
• This position REQUIRES a passing score on the SSCA® Networking Certification test (course and associated tests will be supplied by OneCloud - TelWare and can be reviewed at the following web link https://www.thesipschool.com/courses/view).

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and working on computers.
• Must be able to lift 15 pounds at times.
• May be required to work on-call or long hours in case of network malfunction.
• This is not a remote position.
• 21 years of age with a valid driver’s license and good driving record.