steercom - Key Message. Delivered.

Technical Support Specialist, Phone Systems

steercom - Key Message. Delivered.

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

VoIP

About the role

  • Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation.
  • Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations.
  • Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime.
  • Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base.
  • Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements.
  • Translate technical details into clear, understandable information for non-technical stakeholders and users.
  • Proactively identify opportunities to innovate and improve current communication workflows and systems.

Requirements

  • Minimum of 2 years of experience in VOIP support, with a proven ability to manage and resolve escalated issues cleanly.
  • Demonstrated proficiency in diagnosing and resolving common phone and VOIP-related technical issues.
  • Proven track record of documenting technical fixes and maintaining up-to-date Standard Operating Procedures (SOPs).
  • Foundational understanding of basic networking concepts relevant to voice communications.
  • Strong verbal and written communication skills, with the ability to articulate technical solutions to non-technical stakeholders.
  • Demonstrated ownership mindset, taking full responsibility for outcomes and considering cross-functional business impacts.
  • History of delivering quality work autonomously with a proactive approach to communicating risks and solutions.
  • Proven ability to anticipate future issues and design systems or processes to prevent them (proactive problem-solving).
  • Track record of prioritizing user needs and satisfying customer requirements with a results-oriented approach.
Benefits
  • 100% Remote: Work from anywhere.
  • Comprehensive Benefits: 100% employer-paid medical insurance.
  • Financial Growth: Equity package and 401(k).
  • Time Off: Flexible PTO (15-day minimum) and Parental Leave.
  • Support: Learning stipend and home office equipment budget.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
VOIP supportphone system implementationtechnical issue diagnosissoftware configurationtechnical documentationStandard Operating Proceduresnetworking conceptsproblem-solving
Soft Skills
verbal communicationwritten communicationownership mindsetproactive approachresults-orientedcollaborationcustomer satisfaction