Cloud Telephony Technician

PLEASE HOLD (UK) LIMITED; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

Leading communication agency PLEASE HOLD (UK) LIMITED is seeking a Cloud Telephony Technician. In this mid-senior level role, you will guide clients through the implementation of cloud telephony systems and be responsible for project management from initiation to seamless activation. Ideal candidates have strong technical skills, experience in telephony systems, and proven client communication capabilities.

Qualifications

• Experience in cloud telephony or similar technologies.
• Familiarity with multi-platform telephony systems.
• Office-based working experience.

Responsibilities

• Consult clients on telephony solutions and create call flow maps.
• Implement and test projects for seamless activation.
• Assist with pre-sale technical consultations and handle escalated cases.

Skills

Technical Implementation

Client Communication

Project Management

Job description

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We are PHMG a proud Sunday Times Best Company to Work For.

Our staff are committed to continuously improving. Theyre not afraid of hard work. And they have passion coursing through their veins.

If this sounds like you, keep reading.

Role

Location:

Hours

Salary:

Role Summary & Purpose

Responsible for consulting with clients regarding their cloud telephony system, providing solutions that bring efficiencies and improvement to the callers journey. You will be presenting solutions to clients in depth with consideration of end-to-end delivery from initial concept going live. You will be the clients 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 be implementing projects yourself to bring your proposed solutions to life. You will be managing the post-sale technical delivery of the project for the client with assistance from the account manager to create relevant material for you. Our 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, support with escalated implementation work, contribute to improving our KnowledgeBase. You will also assist where needed with other departmental workloads during peak times.

Responsibilities

• Consulting with clients regarding alternative solutions to their telephony set up
• Creating detailed client-friendly call flow maps
• Accurate and controlled implementation and testing of projects going live
• Providing technical assistance to account management support teams
• Training and support capacity with complex casework
  
  

Required Experience

• Experience working in Implementation roles using cloud telephony or other similar technologies
• Confident and experienced technician working in a multitude of portal-based telephony systems
• Key Accounts experience preferrable
• Familiarity communicating, supporting and consulting clients and account managements via phone or email
• Office based working experience
• Working to KPIs/set metrics
• Using a CRM and Microsoft office suite confidently
• Number porting experience preferred
  
  

Required Competencies

• Technical skills, knowledge and experience based 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 orientated skills
• Can work in a fast-paced, dynamic environment
  
  

About PHMG

Established in 1998, PHMG has grown from a renowned Manchester-based business to the worlds leading audio branding agency working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track strengthening their business identity in the most memorable, emotive way.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

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