This is a remote position.
The Project & Onboarding Coordinator is a critical role within our VoIP NOC serving as the primary point of contact for new customers. Your mission is to take a customer from signed contract to expert user. You will ensure their Cloud PBX system is properly configured and that their team feels confident using the platform from day one.
Document Ownership
Follow through on issued quotes to secure signed contracts
Process Letters of Authorization (LOA) for phone number porting
Implementation Planning
Conduct Discovery Calls to understand the clients organizational structure
Gather extension lists and define call flow requirements
Document implementation details clearly for internal coordination
Guided Portal Walkthroughs
Lead one-on-one or group screen-sharing sessions
Train customers on navigating and managing the Cloud PBX portal
Feature Deep-Dive Training
Educate users on both basic and advanced features including:
Voicemail: Setting greetings PINs and voicemail-to-email notifications
Call Handling: Call forwarding transferring and three-way calling
Status Management: Enabling/disabling Do Not Disturb (DND) and managing Find Me/Follow Me rules
Hardware & Software Setup: Assisting with mobile/desktop app installation and ensuring desk phones are provisioned and fully functional
First-Response Support
Address initial post-go-live questions related to call quality and feature configuration
NOC Coordination
Perform basic diagnostics (e.g. registration status checks firewall verification)
Escalate complex network-related issues to Senior Engineers when necessary
Time-to-Value: Efficiently transition customers from contract signing to their first successful live call
User Adoption: Ensure all users can independently manage voicemail and status settings
Documentation Quality: Develop simple clear no-jargon quick reference guides for end users
Customer-Focused Communication: Ability to explain technical concepts clearly and patiently
VoIP Knowledge: Understanding of Hosted PBX features such as Auto-Attendants Ring Groups and SIP signaling
Presentation Skills: Comfortable conducting live virtual training sessions using tools such as Zoom Microsoft Teams or Google Meet
Organizational Skills: Strong documentation and follow-through abilities
Required Skills:
Customer-Focused Communication: Ability to explain technical concepts clearly and patiently VoIP Knowledge: Understanding of Hosted PBX features such as Auto-Attendants Ring Groups and SIP signaling Presentation Skills: Comfortable conducting live virtual training sessions using tools such as Zoom Microsoft Teams or Google Meet Organizational Skills: Strong documentation and follow-through abilities
Required Education:
Bachelors Degree
Customer Onboarding Coordinator (VOIP) • Taguig, Manila, Philippines
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