Nicholas Koons Email & Phone Number

Tempe, Arizona, United States

Tempe, Arizona, United States

Provide advanced technical services on multiple large-scale complex projects or programsOffer advanced-level technical support with excellent customer service and over communicate with all stakeholdersResponsible for all account technical needs from provisioning to ongoing supportImplement Nextiva Quality of Service (QoS) and best practices to customer networks while on siteProvision customer’s configuration, including complex call flowsImplement Nextiva and 3rd party devices in relation to the customer’s phone systemConduct user training on all Nextiva products being able to present this training one on one as well as to a larger groupTroubleshoot network device, Nextiva device and call flow related issues on the spotWhen not deployed on site, be Nextiva support for 3rd party technicians that have been sent out for network checks and device deployment as well as be an immediate technical resource as needed for remote escalations

Reporting to the Onboarding Manager. Responsible for ensuring that the client is onboarded as efficiently and effectively as possible. Job Responsibilities: Prompt, consistent attendance. Adherence to appointment times; Contacting new clients at scheduled time and day according to the Onboarding Calendar. Thorough, accurate implementation and explanation of Nextiva feature sets to include network and call flow configuration along with user/device set up. Perform training on Nextiva features and call flow. Execution of Best Practice Network Assessment. Testing to insure configuration is accurate and functioning. Personal ownership of each and every Onboarding project assigned including account migrations.

Tempe, Arizona, United States

Working as a VoIP Provisioner for an IP Business phone client.Handling new and existing customer builds of new phone profiles, call routing, and account setups using the Broadworks softswitch.Communicating with Project Managers and other departments to ensure project tasks are completed on time and by the appropriate parties.Working on in and outbound calls as well as emails.Documenting work in the internal ticketing system.Escalating issues to engineering teams when all troubleshooting steps have been completed.Ensuring quality assurance after builds are completed and following up with customers.Troubleshooting phone registration, network issues, call routing, and softphones.

Tempe, Arizona, United States

Worked as an Inbound Tier 1 customer service representative for a Video Streaming Client.Documented call information in Oracle ticket system.Assisted customer with account issues such as, password resets, billing inquires, refunds, and service questions.Responded to emails using specified prompts within SLA time frames.Escalated issues when appropriate to advanced channels after documenting troubleshooting.

Mesa, Arizona, United States

Worked under the Kids Corner program for Mesa Public Schools.Provided after school child care.Followed lesson plans to provide kids with activates, games, and crafts.Engaged with parents to discuss child behavior and plans for future events.Created lesson plans, events, and informational pieces to provide to parents and students.Managed inventory of supplies and filled out forms for requesting supplies.