Rain Global
The VoIP Onboarding and Support Specialist guides new phone customers live, then stays their trusted contact for ongoing support. Role Summary This role owns the full relationship a dental practice has with DI's phone product. The rep runs the two onboarding calls that bring a new deal live — setup/install and training — as well as supports all VoIP practice's Level 1 support for the life of the account: configuration changes, troubleshooting, and escalation to DialStack when infrastructure intervention is needed. It blends three distinct skills that the source roles previously split across two people: hands-on technical setup (dial plans, device provisioning, porting, e911), instructional skill for training non-technical dental staff, and live diagnostic/support skill for resolving issues after go-live. Key Responsibilities Onboarding: getting the account live ● Setup / install call: walk the customer through network readiness, provision and register phones, coordinate number porting or new-number assignment, build and test the dial plan, and verify e911. ● Training call: teach front-office and clinical staff to use the system — placing/transferring calls, voicemail, IVR, call flows, mobile/softphone, and any VoiceAI features — tailored to a dental practice's daily workflow. ● Go-live confirmation: verify the account is healthy at cutover, document configuration and any open items, and set expectations for how ongoing support works. Ongoing support: keeping the account running ● Level 1 support: resolve day-to-day requests received via phone and email e.g. dial-plan edits, adding/removing users, re-provisioning phones, voicemail and call-routing changes, reviewing call logs. ● Troubleshooting: diagnose common VoIP issues — one-way audio, dropped/failed calls, registration failures, poor call quality — and judge root cause vs. escalation need. ● Escalation: package and escalate infrastructure issues (porting, e911, platform outages, hardware RMA) to DialStack with the required diagnostic detail; own the ticket to resolution. Customer relationship & documentation ● Customer communication: keep customers informed through activation timelines; represent DI's brand warmly and professionally across the full lifecycle. ● Caseload management: balance a pipeline of scheduled onboardings at different stages against a reactive live-support queue, flagging capacity issues to the Team Lead before they affect either. Qualifications ● 2+ years in VoIP/telecom — in onboarding/implementation, technical support, or a customer-facing technical training role. ● Working knowledge of hosted VoIP fundamentals: SIP registration, dial plans, call routing, device provisioning, voicemail, IVR/auto-attendant. ● Basic network troubleshooting for voice quality (QoS, NAT, bandwidth, jitter/latency concepts). ● Familiarity with number porting coordination and e911 setup. ● Excellent teaching and communication skills — able to make technical concepts clear to non-technical staff, and to stay clear and patient while troubleshooting a live issue. ● Strong organization; able to manage concurrent onboardings at different stages alongside an active support queue. Nice-to-Have’s ● Experience with healthcare, dental, or multi-location customers. ● Hands-on with Snom, Yealink, or Poly hardware and softphone/mobile apps. ● Familiarity with ticketing systems and with reading carrier/porting documentation. ● SSCA (SIP certification) or CompTIA+ certifications a plus Success in the first 90 days ● Independently running setup and training calls for new deals at target pace. ● Independently resolving the majority of Level 1 tickets without escalation. ● Fluent in the DialStack escalation process with well-formed tickets. ● Meeting response-time and CSAT targets set by the Team Lead. Pay: From Php308.53 per hour Benefits Work from home Experience: VoIP: 2 years (Preferred) Telco technical support: 2 years (Preferred) License/Certification: SSCA (SIP certification) or CompTIA+ certification (Preferred) Work Location: Remote
Rain Global
