Implementation Specialist - Voice

Current Intermedians Future Intermedians


Our teams are comprised of extraordinary individuals that work together, support each other and take ownership of results. We succeed when we align our goals with each other, with our partners, with our customers and even our customer's customers 

About Intermedia

Are you seeking an impactful role in an innovative company that is growing in a rapidly expanding market category? Intermedia can offer just the challenge you are looking for. We are a 900+ employee strong Unified Communications as a Service (UCaaS) and business cloud company that serves over a million customers with communication and data applications. We serve the SMB marketplace with full featured products that are backed by a 99.999% uptime service level agreement and J.D. Power certified technical support.  

Intermedia is a channel-first company. 6,500 active partners across the US rely on us for greater reliability and productivity to grow their businesses. As we help our extensive partner network to reap success, Intermedia’s business grows, too. That’s the opportunity Intermedia presents today. We’re taking on the world’s biggest tech companies in a battle for the multi-billion-dollar business communication and productivity industry.  

About the Role:

The Onboarding Concierge is responsible for scheduling & conducting Onboarding appointments with all new HPBX (Hosted Private Branch Exchange) customers, reducing new account churn and improving Customer Satisfaction by ensuring new customers experience a worry-free implementation of their new products and services. 

In this role you will:

  • Conduct thorough account reviews to prepare for kick off calls 
  • Assist client group in navigating HostPilot, Admin Portal, and Teleweb 
  • Configure call flow and fax application according to client specifications 
  • Assist client submission of LNP (Local Number Porting) forms based on required time frames and follow up to ensure accuracy 
  • Complete documentation of account setup and call status 
  • Reports monthly on completed Onboarding appointments
  • Pre-sales support to ensure customer and site qualification including setup and review of VOIP Test and basic network topology
  • Tracks and reports on Monthly Post Sale Churn (35 Days)
  • Works to reduce post sale (35 day) churn
  • Responds to all VoiceOnboarding email correspondence
  • Manages Onboarding calendar and appointments

What you bring to Intermedia:

  • Bachelor's Degree in related field or equivalent combination of education and experience 
  • Minimum 2 years of relevant experience 
  • Strong interpersonal and communication skills  
  • Must be inquisitive and know when to dig deep 
  • Self-starter with a willingness to learn new technologies and processes 
  • Understanding of basic Networking Technology 
  • Ability to juggle high case load and meet timelines  
  • Ability to work cross functionally with other teams 

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