Client Onboarding Specialist

4 weeks ago

Basingstoke, Hampshire, United Kingdom Yorktel Full time

About Yorktel: For over 35 years, Yorktel has been a premier partner in video managed services globally, serving some of the largest enterprises and government agencies. With a management portfolio of over 10,000 video systems worldwide, Yorktel stands out as the leading provider of video communications services, showcasing unmatched expertise and extensive reach in delivering top-tier visual communication solutions.

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

Key Responsibilities:

  • Collaborate closely with Project Management, Solutions Architecture, Service Desk, and Product teams to implement various services and solutions for a diverse client base.
  • Make informed recommendations regarding project scope and troubleshoot issues pre- and post-deployment.
  • Act as a Subject Matter Expert (SME) on various technical topics, addressing complex inquiries and providing detailed responses to technical challenges.
  • Ensure the protection of all confidential information in accordance with company policies.
  • Maintain comprehensive documentation and records for all activities.
  • Effectively communicate with internal teams, client representatives, and subcontractors.
  • Complete assignments accurately and within established timelines.
  • Adhere to company standards and practices.
  • Continuously develop 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.
  • Assist in diagnosing and resolving audio and video issues remotely.
  • Respond promptly to customer inquiries that may impact satisfaction or retention.
  • Support troubleshooting of vendor hybrid infrastructure cloud applications, including site testing and report analysis.
  • Engage with partners and vendors to resolve customer equipment or network issues.
  • Participate in root-cause analysis to aid in the resolution of technical issues.
  • Update and refine processes based on lessons learned to enhance customer service and issue resolution.
  • Coordinate with internal and external resources for dispatching personnel or hardware to customer locations as needed.
  • Oversee routine maintenance of monitoring solution infrastructure components and ensure effective communication with clients.
  • Conduct internal and external change requests to communicate global changes to customer environments.
  • Provide real-time troubleshooting support to service desk and clients, demonstrating strong technical knowledge of partner hardware and solutions.
  • Manage administrative access and security for multiple vendor cloud and on-premises solutions.
  • Provision devices by registering, configuring, and testing various endpoints to meet client specifications.

Required Skills & Qualifications:

  • High professionalism and integrity.
  • Strong attention to detail and process orientation.
  • Ability to manage multiple priorities and maintain focus under pressure.
  • Capacity to learn new skills and platforms rapidly.
  • Ability to train others as necessary.
  • Effective collaboration with various Yorktel teams and management.
  • Capability to propose process improvements for enhanced efficiency.
  • Exceptional written, verbal communication, and interpersonal skills.

Education & Experience:

  • Bachelor's degree in engineering, business, computer science, or a related field, or equivalent work experience.
  • Minimum of 3 years' experience in videoconferencing VNOC operations or incident management.
  • Familiarity with videoconferencing standards, signaling, and protocols.
  • Experience troubleshooting AV conferencing systems.
  • Proficient with major videoconferencing equipment from leading manufacturers.
  • Knowledge of IP networks and associated components.
  • Familiarity with Active Directory, VMWare, Azure, and Linux.
  • Experience with VNOC operations and incident management.
  • Proficient in MS Office Suite (Outlook, Project, Excel, Word).
  • Information Security or ITIL fundamentals certification is a plus.

Additional Requirements:

  • Ability to lift up to 50 lbs occasionally.
  • Requires extended periods of sitting, standing, and walking.
  • Domestic travel may be required.
  • Must be willing to undergo background checks and drug tests as necessary.

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