Service & Support Specialist North America

PHMG Careers; Manchester; On-site; GBP 29,000 - 31,000; Full time

Job summary

A leading audio branding agency in Manchester is seeking a Service & Support Specialist to manage the delivery of bespoke services and support client telephony systems. The ideal candidate should have strong communication skills and a highly organized approach. This full-time role offers competitive salary, career development, and benefits like gym membership and pension scheme.

Benefits

Gym membership at PureGym

Smart pension scheme

Critical illness cover

Life assurance

Birthday half day leave

Cycle to work scheme

Qualifications

• Experience working with multiple departments both internally and externally.
• Experience in a telecoms environment and/or support desk is advantageous.

Responsibilities

• Organise and coordinate technical implementation work.
• Log into client telephone systems to implement changes.
• Schedule remote engineering works on customer sites.
• Manage and update all project work in CRM.

Skills

Strong communication skills

Highly organised approach

Experience in telecoms or support desk

Good telephone manner

Understanding of Service Level Agreements

Job description

Location: Manchester Old Trafford

Hours: 1:00pm - 10pm (supporting US clients)

Salary: 29000 base (31000 OTE)

Working with 36000 clients in 54 countries across the globe PHMG is a world‑leader in audio branding and cloud‑based telephony optimisation trusted by leading brands and SMEs alike to enhance the caller experience at every opportunity.

To maintain our position at the forefront of our industry and sustain our continual growth were expanding our technology consulting team supporting our clients in North America.

As a Service & Support Specialist youll manage the delivery of the implementation of bespoke audio branding services on our clients telephony systems and ongoing support thereafter. Youll be committed to delivering the best experience possible ensuring clients experience the world‑class service were known for.

Working together with our dedicated Account Managers youll gain a detailed understanding of each specific client case and determine the best strategy to upload our productions.

Your work will be directed through our CRM systems and project cases so well make the best use of your organisation skills and ability to prioritise your own time. Youll have a detailed training plan to develop your technical skills. What we ask is that you bring the passion hard work and drive to be successful.

What youll be doing:

• Organising and coordinating technical implementation work with external sub-contractors in-house engineers or other internal teams
• Logging into client telephone systems remotely to implement changes to the call flow or to upload new audio productions.
• Scheduling remote engineering works on customer sites for field engineers or 3rd party contractors
• Managing and updating all project work into the CRM and related project cases

What youll need:

• Strong communication skills verbal and written.
• A highly organised approach to your work
• Experience working with multiple departments both internally and externally.
• Experience of working in a telecoms environment and / or support desk would be advantageous
• Good telephone manner.
• Experience or understanding of Service Level Agreements and Ticket Management.

What youll get in return:

• Competitive salary and rewards
• Career development and progression directly linked to your performance
• Gym membership at PureGym
• Smart pension scheme
• Critical illness cover
• Life assurance
• Birthday half day leave to celebrate
• Creative spacious offices with breakout areas
• Cycle to work scheme
• Fundraising initiatives for our registered charity the PHMG Foundation

About PHMG:

Established in 1998 PHMG has grown from a renowned Manchester-based business to the worlds leading audio branding agency working with 36000 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.

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Required Experience :

Unclear Seniority

Key Skills

Children Activity, Access Control, Human Resources Administration, Government, Actuary, Hydraulics

Employment Type: Full Time

Experience: years

Vacancy: 1