Careers
Launch your Sales Career with Cbeyond
Join the Cbeyond family and be a part of the world's first 100% Voice over Internet Protocol (VoIP) managed services provider, an industry leader in customer retention and one of the strongest, fastest-growing broadband providers in the nation.
We are:
- An enthusiastic group of people committed to Cbeyond's vision to be the last communications company a small business will ever need
- Talented, smart and engaged employees
- Dedicated to our small business customers
- Fiscally responsible
- Focused on customer service and delivering results
The Character of Cbeyond is to Care Relentlessly, Act Graciously, Lead Courageously and Learn Continuously. It's a simple promise we make to each other, our customers and our communities. Together, we create a supportive and dynamic environment that is poised for continued success.
Grow along with us and build a rewarding career with Cbeyond.
Field Applications Advisor
Post Date
10/28/2009
City
Aurora
Job Description
Title: Field Applications Advisor
General Summary:
The Field Applications Advisor professionally represents Cbeyond's passion for serving small business owners by visiting new customers on site before their activation day to provide expert guidance on the configuration, use, and adoption of Cbeyond's overall bundle of services.
Responsibilities:
o Configures and provides ways to optimally deploy key applications with new customers, including website, email, PC protection software, remote file storage and backup.
o Drives usage and adoption of applications by furnishing technical expertise and addresses customer questions about applications and desktop installations.
o Using product knowledge and customer management skills, handles unexpected scenarios to configure applications with no prescribed solutions. Assesses individual customer situation to answer technical questions and determines configuration requirements based on product specifications to successfully complete install of applications. This includes questions and customer communications concerning setup, management, and intended usage of the applications.
o Makes resource decisions that require judgment in reasonableness and prudence with regard to deploying additional Cbeyond resources, equipment purchases, return visits, additional vendor support and/or customer credits to create a satisfied customer.
o Proficient in entire suite of Cbeyond applications with responsibility to drive adoption and upsell of Cbeyond applications.
o Works independently. Liaisons with local branch management and the customer's service installation coordinator to ensure smooth installation and activation.
o Sets expectations regarding Cbeyond's new service installation process, communicates relevant support processes, and provides a general overview of Cbeyond's online services.
o Responsible for identification of any customer-impacting/unresolved installation issues, and reports to Operations Directors in an expeditious manner.
o Provides documentation of lessons learned from customer visits that will improve satisfaction and/or avoid customer support calls.
o Delivers weekly status reports to management.
Requirements
Knowledge, Skills & Abilities:
o Ability to travel to and from customer locations within market. Candidates must own a vehicle and possess an acceptable motor vehicle record.
o Two-year technical degree with one to two years practical experience.
o In-depth knowledge of and proficiency in desktop applications, gained from a minimum of two years recent experience within a customer-facing desktop support environment.
o Strong understanding of data services to include experience with supporting PC users across a variety of hardware and operating systems with collaboration application software (email, voice mail, and mobile systems), security applications (backup and anti-virus), and DNS services.
o Expertise of LAN and switch configurations, routers, servers, and an understanding of network protocols (TCP/IP) is highly desired.
o Strong oral communications and interpersonal skills; proven ability to work effectively with customers and/or vendors.
o Strong problem-solving skills; resourceful and effective in making decisions.
o Strong technical, organizational, and customer support skills.
o Ability to meet deadlines and deal efficiently with a fast paced environment.
o Ability to adapt to new technology.
o A+ or comparative certification required, Network + and/or Microsoft Certified Desktop Support Technician (MCDST) a plus
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