System Support Engineer Cloud Telephony

We are looking for a Systems Support Engineer to take full ownership of creating and delivering cloud telephony accounts, performing onboarding, troubleshooting, and providing product demos. This is a remote, entry-level role where you'll be directly responsible for setting up new accounts, configuring platforms, and ensuring customers have a seamless experience from activation to adoption. You will also handle live calls, chats, and support tickets, and provide technical expertise as needed.

Key ResponsibilitiesAccount Creation & Delivery

• Create and configure new customer accounts from start to finish, including setting up numbers, users, IVR flows, and integrations.
• Deliver the full cloud telephony solution, ensuring smooth account setup and customer activation.
• Ensure all customer configurations are tailored to their specific needs, with proper setup of features and services.

Onboarding & Product Demos

• Onboard new customers, guiding them through the platform and conducting in-depth training sessions on features and functionalities.
• Lead product demos for both new and closed customers, showcasing the value of the platform and helping them understand the best use cases.
• Provide hands-on demonstrations for prospects to ensure they understand how the product fits their business needs.

Systems Support & Troubleshooting

• Act as the primary point of contact for Systems Support issues via support tickets, live calls, and chat.
• Troubleshoot and resolve technical issues related to call flows, SIP, IVR, platform configuration, and user setup.
• Ensure timely resolution of all technical issues and escalate more complex cases to senior team members as necessary.

Customer Interaction & Satisfaction

• Handle live chats, inbound calls, and emails, providing prompt and effective solutions to customers.
• Ensure customers are fully supported during the onboarding process and throughout their lifecycle with the product.
• Provide ongoing customer support, ensuring they can maximize the value of their cloud telephony setup.

Documentation & Process Improvement

• Maintain accurate records of all technical issues, solutions, and customer configurations in the ticketing system.
• Contribute to internal knowledge base articles and documentation to improve onboarding and support processes.
• Suggest product and process improvements based on customer feedback and recurring issues.

Collaboration & Reporting

• Work closely with the Sales and Account Management teams to ensure smooth handovers of newly acquired customers.
• Provide regular updates and reports on ticket status, customer progress, and feature adoption.

Requirements

• Experience: 1–3 years of experience in Systems Support, customer service, or implementation roles in cloud telephony, SaaS.
• Technical Expertise: Solid understanding of cloud telephony, call routing, SIP, IVR setup, and integrations.
• Account Setup: Proven ability to create and configure new customer accounts and ensure smooth delivery and activation of services.
• Communication Skills: Strong verbal and written communication, with the ability to deliver clear and concise demos and onboarding sessions to customers.
• Problem-Solving: Capable of troubleshooting and resolving technical issues in a customer-facing environment.
• Customer Focused: Passionate about providing excellent customer support and ensuring customer satisfaction throughout the entire lifecycle.
• Organizational Skills: Ability to manage multiple accounts and tasks in a remote, fast-paced environment.
• Team Collaboration: Comfortable working cross-functionally with Sales, Engineering, and Account Management teams.
• Education: A degree in Engineering, Computer Science, or related fields is a plus.
• Remote Work Readiness: Ability to work independently from a remote setup with a stable internet connection.

Nice to Have

• Exposure to APIs, integrations, or scripting to enhance platform setup.
• Experience with ticketing systems and CRM tools.