Support & Implementation Technician, Cloud Communications

This is a fully remote position, open to applicants in United States.

📋 Description

• Troubleshoot VoIP/SIP challenges such as registration failures, one-way or no audio issues, jitter, packet loss, and overall call quality.

• Utilize structured diagnostic inquiries to pinpoint issues related to devices, networks, accounts, users, or Clio products.

• Escalate problems that exceed your scope to the relevant team or engineering department.

• Configure call flows, including call forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail, and greetings.

• Provision and oversee desk phones and softphones, managing MAC registration and user/extension assignments.

• Supervise number and caller ID assignments, port orders, LOAs, rejections, and 10DLC SMS registrations.

• Onboard and implement phone systems for new firms, migrate from previous systems, and provide training to customers.

• Diagnose issues remotely and collaborate with customers' IT departments or MSPs to resolve physical infrastructure challenges.

• Document solutions in the knowledge base.

• Complete pre-configuration setups for new Grow/Manage accounts.

• Process Local Services Ads applications and troubleshoot related account issues and errors.

• Mentor team members on best practices and the limitations of products or technical aspects.

• Contribute to and lead cross-functional initiatives related to VoIP.

• Manage escalations with minimal team lead support, including technical VoIP issues.

• Perform additional duties as required.

⛳️ Requirements

• Strong attention to detail with the capability to maintain focus for extended periods.

• Self-driven individual with a talent for handling repetitive administrative tasks.

• Familiarity with VoIP/SIP principles: registration, RTP audio paths, NAT/firewall traversal, SIP ALG, codecs, and call setup.

• Basic networking knowledge: routers, firewalls, QoS, VLANs, WiFi, and ISP/modem fundamentals.

• Comfort with PBX/telephony configurations: routing, menus, ring groups, and voicemail.

• Understanding of desk phone and softphone provisioning, specifically Yealink and Polycom.

• Experience in customer-facing troubleshooting with non-technical users, supported by clear writing and documentation skills.

• Familiarity with carrier processes, including porting and 10DLC registration.

• Excellent organizational and time management abilities.

• Ability to remain composed under pressure, especially with frustrated customers.

• Comfortable troubleshooting in real-time with customers on calls (video/voice).

• Adaptable to work in an AI-assisted environment.

• Availability to work flexible hours during peak periods if necessary.

• Comfortable in a fast-paced, dynamic environment.

• Previous experience in MSP, VoIP, or telecom help desk roles is highly preferred, particularly within the US telecom industry.

• Proficient in reading logs or packet captures and basic scripting.

• Experience with the Kazoo PBX platform.

• Knowledge or experience in legal documentation and legal practice areas.

• A minimum of 2 years in a customer-facing role within Customer Success, Support, or Professional Services.

• Interest in joining a vibrant, high-growth, fast-paced SaaS organization.

🏝️ Benefits

• Competitive and equitable salary.

• Comprehensive health benefits.

• Dental insurance coverage.

• Vision insurance options.

• Flexible time-off policy, encouraging a minimum of 20 days off each year.

• EAP benefits for you and your household members, including counseling and online resources.

• 401k matching program.

• Child Education Savings plan.

• Clioversary recognition program, with special acknowledgment at 3, 5, 7, and 10 years of service.

• Accessibility accommodations during the recruitment process.

• Human review of AI-generated recruitment outputs; no automated hiring decisions will be made.