[Remote] Technical Support Specialist, Phone Systems
Note: The job is a remote job and is open to candidates in USA. Steercrm is a company that offers a suite of software tools for automotive repair shops, focusing on helping shop owners improve their operations. They are seeking a Phone Systems Support Specialist to manage their communication infrastructure, diagnose VOIP issues, and optimize processes for seamless connectivity.
Responsibilities
ā¢ Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation
ā¢ Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations
ā¢ Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime
ā¢ Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base
ā¢ Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements
ā¢ Translate technical details into clear, understandable information for non-technical stakeholders and users
ā¢ Proactively identify opportunities to innovate and improve current communication workflows and systems
Skills
ā¢ Minimum of 2 years of experience in VOIP support, with a proven ability to manage and resolve escalated issues cleanly
ā¢ Demonstrated proficiency in diagnosing and resolving common phone and VOIP-related technical issues
ā¢ Proven track record of documenting technical fixes and maintaining up-to-date Standard Operating Procedures (SOPs)
ā¢ Foundational understanding of basic networking concepts relevant to voice communications
ā¢ Strong verbal and written communication skills, with the ability to articulate technical solutions to non-technical stakeholders
ā¢ Demonstrated ownership mindset, taking full responsibility for outcomes and considering cross-functional business impacts
ā¢ History of delivering quality work autonomously with a proactive approach to communicating risks and solutions
ā¢ Proven ability to anticipate future issues and design systems or processes to prevent them (proactive problem-solving)
ā¢ Track record of prioritizing user needs and satisfying customer requirements with a results-oriented approach
ā¢ Experience with specific enterprise-grade VOIP platforms (e.g., RingCentral, Twilio, Zoom Phone, Nextiva, or 8x8)
ā¢ VOIP experience from a non-call center environment or experience in an escalation/lead role in a call center
Benefits
ā¢ 100% employer-paid medical insurance.
ā¢ Equity package and 401(k).
ā¢ Flexible PTO (15-day minimum) and Parental Leave.
ā¢ Learning stipend and home office equipment budget.
Company Overview
ā¢ Steer is a marketing and communications platform built to help auto repair shops grow. It was founded in 2006, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.mechanicadvisor.com.
Company H1B Sponsorship
ā¢ Steer has a track record of offering H1B sponsorships, with 1 in 2025, 2 in 2024, 6 in 2023, 3 in 2022, 11 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply Now
Apply Now
Responsibilities
ā¢ Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation
ā¢ Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations
ā¢ Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime
ā¢ Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base
ā¢ Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements
ā¢ Translate technical details into clear, understandable information for non-technical stakeholders and users
ā¢ Proactively identify opportunities to innovate and improve current communication workflows and systems
Skills
ā¢ Minimum of 2 years of experience in VOIP support, with a proven ability to manage and resolve escalated issues cleanly
ā¢ Demonstrated proficiency in diagnosing and resolving common phone and VOIP-related technical issues
ā¢ Proven track record of documenting technical fixes and maintaining up-to-date Standard Operating Procedures (SOPs)
ā¢ Foundational understanding of basic networking concepts relevant to voice communications
ā¢ Strong verbal and written communication skills, with the ability to articulate technical solutions to non-technical stakeholders
ā¢ Demonstrated ownership mindset, taking full responsibility for outcomes and considering cross-functional business impacts
ā¢ History of delivering quality work autonomously with a proactive approach to communicating risks and solutions
ā¢ Proven ability to anticipate future issues and design systems or processes to prevent them (proactive problem-solving)
ā¢ Track record of prioritizing user needs and satisfying customer requirements with a results-oriented approach
ā¢ Experience with specific enterprise-grade VOIP platforms (e.g., RingCentral, Twilio, Zoom Phone, Nextiva, or 8x8)
ā¢ VOIP experience from a non-call center environment or experience in an escalation/lead role in a call center
Benefits
ā¢ 100% employer-paid medical insurance.
ā¢ Equity package and 401(k).
ā¢ Flexible PTO (15-day minimum) and Parental Leave.
ā¢ Learning stipend and home office equipment budget.
Company Overview
ā¢ Steer is a marketing and communications platform built to help auto repair shops grow. It was founded in 2006, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.mechanicadvisor.com.
Company H1B Sponsorship
ā¢ Steer has a track record of offering H1B sponsorships, with 1 in 2025, 2 in 2024, 6 in 2023, 3 in 2022, 11 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply Now
Apply Now