Website:
aancall.com
Job details:
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.
Click on Apply to know more.
