Onboarding Engineer- Client Support

2 weeks ago

Gurgaon, Haryana, India Acefone Full time

Key Functional Responsibilities

  • Understanding business requirements of customers and converting them into solutions
  • Collaborate with customers to understand their requirements and provide tailored onboarding solutions.
  • Provide training and documentation to customers during the onboarding phase.
  • Ensure all onboarding processes are completed within agreed timelines and SLAs
  • Working closely with Sales and Support teams to ensure timely onboarding of customers and partners
  • Ensuring consistent execution of workflow processes, guiding customers and partners on standard operating procedures, policies and panel knowledge to ensure smooth onboarding experience for the new users
  • Deep diving and identifying pain points to improve overall onboarding process.
  • Developing supporting materials such as FAQs, SOP's, lessons learned, tutorials, etc for quick Onboarding and future reference.

Service Delivery:

  • Act as the primary point of contact for clients during the delivery phase.
  • Coordinate with cross-functional teams (e.g., product, support, operations) to deliver services effectively.
  • Troubleshoot and resolve technical issues during deployment and integration.
  • Monitor and report on project milestones and progress.
  • Maintain detailed records of onboarding activities, configurations, and customer interactions.

Skill Requirement

  • 4+ years of experience in similar field.
  • Should be comfortable with rotational shifts, night/evening and weekly offs.
  • Ability to work both independently and as part of a team.
  • Having prior knowledge of the Cloud Telephony Products and Services.

Additional Requirement

  • Excellent Communication Skills (English) and interpersonal skills.
  • Should be a quick learner.
  • Technically adept. You don't need to know code and won't be programming, but you need enough foundational knowledge to speak confidently about technical subjects like APIs, security, integrations, and the cloud computing.

Company Description:

Acefone (dba Servetel in India), established in 2020 and headquartered in Gurugram, Haryana, is a leading provider of cloud-based communication solutions. With over 550 employees dedicated to driving success for businesses worldwide, Acefone simplifies connections through a range of products including hosted PBX systems, click-to-call services, and hosted contact center solutions. We have expanded our offerings over time to include SIP trunk connections, APIs, webhooks, and upcoming modern cloud communication solutions like CCaaS, CPaaS, and UCaaS. Our solutions empower businesses to optimize communication, enhance productivity, and deliver exceptional customer experiences. Renowned for our enterprise-grade security, instant recovery, and 99.99% uptime guarantee, Acefone is trusted by organizations of all sizes in the US, UK, and beyond. Committed to innovation, flexibility, and seamless integration, we strive to transform communications for businesses with robust, secure, and customizable cloud solutions.

Brief History:

Acefone initially received funding and incubation from Real Time Data Services (RTDS), a renowned global information technology consulting and solution provider with over 15 years of experience. RTDS, through its brands Ace Cloud Hosting and The Real PBX, partners with clients to simplify, strengthen, and transform their businesses using cloud technology. Building on this strong foundation, we have grown into an independent business entity with a rapidly expanding customer base across India. We are proud of our journey so far and excited about the opportunities that lie ahead as we continue to innovate and provide cutting-edge communications solutions to businesses across various industries.

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