Cloud Telephony Technician

Role: Cloud telephony technician

Location: Chicago

Hours: Monday - Friday 8:00am - 5:00pm

Salary: $45k base, $55k OTE

Responsible for consulting with clients regarding their cloud telephony system, providing solutions that bring efficiencies and improvement to the caller's journey. You will be presenting solutions in depth with consideration of end-to-end delivery from initial concept going live. You will act as the client's point of contact during the project, handling their questions and providing proactive solutions.

Creating call flow maps, system insights, suggestions to provide additional audio and system features to improve the callers experience are all part of the experience we provide to our clients. Experience in a multitude of platforms is preferred for this role.

You will implement projects yourself to bring your proposed solutions to life and manage the post-sale technical delivery of the project for the client, with assistance from the account manager to create relevant material. Projects are implemented and tested through a multistage process to ensure seamless activation for our clients, which you will implement, test and document for future reference.

Other responsibilities include assisting the Pre‑Sale team with technical system capabilities, supporting escalated implementation work, contributing to improving our Knowledge Base, and assisting with other departmental workloads during peak times.

• Consult with clients regarding alternative solutions to their telephony set up
• Create detailed client-friendly call flow maps
• Accurately implement and test projects going live
• Provide technical assistance to account management support teams
• Offer training and support capacity with complex casework

• Experience working in implementation roles using cloud telephony or similar technologies
• Confident and experienced technician working in a multitude of portal-based telephony systems
• Key accounts experience preferable
• Familiarity communicating, supporting and consulting clients and account management via phone or email
• Office-based working experience
• Experience working to KPIs/set metrics
• Proficiency in CRM and Microsoft Office suite
• Number porting experience preferred

• Technical skills, knowledge and experience within technical implementation
• Excellent communication and administrative skills
• Excellent client communication and presentation skills
• Strong sense of urgency and comfortable closing high volumes of case work
• Project management skills
• Ability to work to deadlines and time frames
  
  Dedicated team player with drive and initiative
• Strong organizational and detail-oriented skills
• Can work in a fast-paced, dynamic environment