Job Description

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.