Client Onboarding Specialist

4 weeks ago

Basingstoke, Hampshire, United Kingdom Yorktel Full time

About Yorktel: For over 35 years, Yorktel has been a leading provider of video managed services globally, partnering with some of the largest businesses and government agencies. With an extensive portfolio of over 10,000 video systems managed worldwide, Yorktel stands out as the premier video communications service provider, showcasing unmatched expertise and global capabilities in delivering enterprise-quality visual communications.

Position Overview: Yorktel is in search of a Client Onboarding Specialist who will oversee all onboarding processes for both new and existing clients utilizing Yorktel's managed service offerings. Key responsibilities include the provisioning and configuration of new devices and their enrollment into our monitoring and management services. This role serves as the technical liaison for clients throughout the project delivery phase.

Key Responsibilities:

  • Collaborate directly with Project Management, Solutions Architecture, Service Desk, and Product teams to implement various services and solutions for a diverse clientele.
  • Provide recommendations regarding project scope and troubleshoot issues before and after deployment.
  • Act as a Subject Matter Expert (SME) on various topics, addressing complex inquiries and resolving technical issues.
  • Safeguard all internal and external confidential information, exercising discretion and judgment in accordance with company policies.
  • Maintain comprehensive and accurate documentation and records.
  • Communicate effectively with internal staff, client representatives, and subcontractors.
  • Ensure timely and accurate completion of assignments.
  • Adhere to company standards and practices.
  • Enhance technical skills and share knowledge with Managed Services and Tech Services teams.
  • Provide training and support to end users regarding video conferencing and collaboration services.
  • Document technical support requests and customer-specific needs.
  • Assist in diagnosing and resolving audio and video issues remotely.
  • Respond promptly to customer inquiries that may impact satisfaction or retention.
  • Engage with vendors to troubleshoot hybrid infrastructure cloud applications, including site testing and report log analysis.
  • Participate in root-cause analysis to resolve technical issues and improve processes.
  • Coordinate the dispatch of personnel and hardware to customer locations as needed.
  • Conduct internal and external Change Advisory Board (CAB) requests to communicate global changes effectively.
  • Provide real-time troubleshooting support to service desk and customers, demonstrating strong technical knowledge of partner hardware and solutions.
  • Manage administrator-level security for multiple vendor cloud and on-premises solutions.
  • Provision devices, ensuring they meet customer standards before handing over to the support team.

Required Skills & Qualifications:

  • High professionalism and integrity.
  • Strong attention to detail and process orientation.
  • Ability to manage multiple priorities under pressure.
  • Willingness to learn new skills and platforms frequently.
  • Effective training and communication skills.
  • Ability to collaborate with various teams and suggest process improvements.
  • Exceptional written and verbal communication skills.

Education & Experience:

  • Bachelor's degree in engineering, business, computer science, or a related field, or equivalent work experience.
  • Minimum of 3 years of experience in videoconferencing operations or incident management.
  • Familiarity with videoconferencing standards and troubleshooting AV systems.
  • Experience with major videoconferencing equipment.
  • Knowledge of IP networks and associated certifications.
  • Proficiency in using computers and MS Suite.

Additional Requirements:

  • Occasional lifting of up to 50 lbs may be required.
  • Domestic travel may be necessary.
  • Willingness to undergo background checks and drug tests as required.

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