Customer Support Representative

About Netlink Voice

Netlink Voice is a leading provider of innovative VoIP and unified communications solutions for businesses across the U.S. We pride ourselves on delivering reliable technology backed by responsive, personable customer support. As we continue to grow, we’re expanding our team to ensure every customer experiences a seamless, stress-free onboarding journey.

Position Overview

The Customer Service Representative – VoIP Onboarding is responsible for guiding new customers through the setup and activation of their Netlink Voice VoIP services. This role combines customer service, technical coordination, and project management to ensure new clients are configured correctly, trained effectively, and set up for long-term success. You will serve as the primary point of contact during the onboarding process, ensuring exceptional communication and a positive customer experience.

Key Responsibilities

• Serve as the main point of contact for new customers during the onboarding and VoIP system setup process.
• Coordinate account setup, service activation, porting, and provisioning of new users, devices, and features.
• Conduct onboarding calls or virtual meetings to review requirements, gather customer information, and explain next steps.
• Troubleshoot basic VoIP setup issues and escalate technical matters to Tier 2/Tier 3 support when needed.
• Work closely with internal teams—including Sales, Technical Support, Provisioning, and Billing—to ensure a smooth customer transition.
• Provide clear instructions and training on using Netlink Voice features, portals, phones, and applications.
• Track onboarding progress, keep customers informed, and ensure deadlines and expectations are met.
• Document all customer communications, setup details, and service configurations in CRM and ticketing systems.
• Follow up after onboarding completion to confirm customer satisfaction and hand off to ongoing support teams.
• Identify opportunities for service improvements and contribute feedback to enhance the onboarding process.

Qualifications

Required:

• 1–2 years of customer service, onboarding, or account support experience.
• Strong communication skills—professional, clear, and customer-focused.
• Basic understanding of VoIP, hosted PBX, or networking concepts (or willingness to learn quickly).
• Ability to multitask, prioritize, and manage multiple onboarding projects simultaneously.
• Strong organizational skills and attention to detail.
• Comfort using CRM systems, ticketing tools, and communication platforms.