Fusion Connect

Customer Support

• Manage a set of accounts to drive customer satisfaction and reduce churn
• Maintain customer service, loyalty, and expand customer base by building and maintaining rapport with assigned customers
• Conduct customer account reviews and develop account plans
• Perform customer negotiations and effectively address competitive product objections to renew and retain customer business
• Update job knowledge and skill by participating in educational opportunities and benchmarking state-of-the-art practices
• Take inbound and make outgoing calls to customers to ensure satisfaction

Customer Experience Manager – Commercial Accounts

Account Executive

• Lead qualification, customer needs assessment, and closing of identified opportunities
• Maintain a strong sales funnel with multiple opportunities throughout the sales cycle each month
• Prepare quotes and proposals and make presentations to customers
• Establish and maintain a working knowledge of current and new products and services across the Fusion product range, keep up to date with new features and releases
• Work directly with prospects and partners on referred leads from the channel partner program
• Accurately forecast opportunities and log activities on a daily basis in Salesforce.com
• Meet target activity levels for calls, meetings, quotes and new opportunities added to the sales funnel each month
• Close sales at, or above, assigned goals

Enterprise Sales Executive

• A Senior Account Executive (SAE) is responsible for building and maintaining client relationships, driving sales, and identifying new business opportunities.
• Developing and executing account plans and strategies.
• Make outbound calls to prospects who are considered an ideal customer profile.
• Conducts sales needs analysis with new and prospective customers.
• Preparing and delivering presentations and proposals to clients.
• Create a strong sales pipeline of qualified prospects.
• Responsible for achieving a monthly unit quota in data, product, service, and video sales.
• Works in conjunction with other business services support groups.
• Close deals efficiently while kindly guiding clients through the process.
• Respond to customer inquiries promptly.
• Understands the communication needs of small and mid-sized business customers, and designs solutions to meet those unique business needs.

Senior Account Executive

Client Partner

• Generate Pipeline revenue by driving joint go-to-market (GTM) activity with Channel partner leadership
• Partner closely with National partner leadership & CAMs to identify new mutual prospects and engagement resulting in new business meetings (NBMs)
• Creating confidence at an executive level, leading to the creation of downstream sales buy-in and technical practice creation
• Drive the development of technical pre-sales & post-sales practices within each focus partner

Partner Development Manager

Business Development Rep

• Generate new business opportunities to drive pipeline growth
• Outbound prospecting Mid to Enterprise companies via cold calling, email, and other marketing campaigns
• Work closely with Sales Operations, Marketing, and Enterprise Account Executives to develop call strategies, and messaging to drive opportunities for new business
• Research and build new accounts (i.e. identify and qualify contacts, sending regular emails, appointment setting, developing initial interest)
• Conduct high-level conversations with Senior Executives in Target Accounts
• Achieve or exceed monthly quotas of Qualified Opportunities/Sales meetings
• Manage, track, and report on all sales activities and results using Salesforce.com
• Uncover prospect’s business challenges and identify relevant new business opportunities
• Learn and maintain in-depth knowledge of Fusion products, industry trends, and competition
• Successfully manage and overcome prospect objections
• Provide closed-loop feedback to ensure continuous process optimization

Business Development Representative

Manager

• Manage all business development aspects of Fusion’s Agents
• Achieve sales operational objectives
• Evaluate competition and establish sales quotas
• Maintain customer service and expand regional customer base

Senior Channel Manager

Support Engineer

• Provide excellent customer service, every day, without exception, by accomplishing the following daily operational goals:
• Work collaboratively within a tier 2 customer operations team to support a variety of services and equipment including Hosted Voice, SIP, SD-WAN services, professional/IT services, copper POTs services, and voice/data over multiple connection types including internet, managed circuits, LTE, and MPLS.
• Provide problem identification, resolution, and after-action reports for continued cross training and incident response improvement
• Navigate multiple CRMs and/or ticketing systems to appropriately manage and gather data
• Troubleshoot complex network environments, products, and service issues, including 3rd party: Hardware, Circuits, and Legacy Copper POTS Lines - Examples: VPN, MPLS, BGP Peering, etc.
• Expected to log into a call queue and handle customer and vendor calls with a positive problem-solving attitude
• Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for follow up and when necessary, escalation to Tier III Tech Support using Ticket classification Guidelines
• Properly document in OSS system call purpose and resolution
• Utilize online resources and internal knowledge base software such as “ProcedureFlow” to resolve customer troubles
• Manage relationships between vendors, internal resources, and customers via phone, ticketing system/portal, email, and/or chat
• Participate in continuing education and training for new products and services
• Must follow predefined guidelines, protocols, and procedures as directed
• Consult with Tier III, lead, supervisor, or manager as needed for problem resolutions
• Be available to work any shift in a 24x7 call center environment
• Level 2 on-call responsibilities at logged hourly time for work performed
• Flexibility to perform additional tasks or duties outside of normal daily activities
• This could include participating in a Tier 1 support role, service delivery capacity or professional services support environment

Technical Support Tier 2

• Manage a set of accounts to drive customer satisfaction and reduce churn
• Proactively renew and migrate customers to strategic services
• Manage customer inquiries with a positive problem-solving attitude
• Minimize customer and revenue churn through exceptional customer service
• Conduct customer account reviews and develop account plans
• Perform customer negotiations and effectively address competitive product objections
• Analyze customers' needs and requests, discovering gaps in current products and services
• Manage all types of customer interaction types including e-mail, telephone calls, and fax requests

Customer Experience Manager

Human Resources

• Administer daily benefits operations, including enrollments, separations, life events, dependent verification, and benefit changes, ensuring accuracy and timeliness.
• Maintain and update employee benefits records and files with a high level of accuracy across HR and benefits systems.
• Serve as the primary point of contact for employee benefit questions, providing clear and timely responses to support employee understanding and utilization.
• Process leave requests, including FMLA absences and short-term disability, ensuring compliance with company policy and legal requirements.

Benefits Specialist – Contractor

• Champion the customer through all our customer journeys by identifying their needs and expectations for one or multiple product lines
• Map end-to-end customer experience touch points
• Identify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved customer experience
• Direct all aspects of data collection, analysis, and improvement recommendations