System Support Specialist - North America

PHMG; Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Gym membership

Critical illness cover

Life assurance

Birthday half day leave

Cycle to work

Fundraising for PHMG Foundation

Job summary

PHMG is seeking a System Support Specialist to manage the delivery and ongoing support of bespoke audio branding services on clients’ telephony systems in North America.

You will work with Account Managers, use CRM systems, and follow a detailed training plan to develop technical skills while prioritising tasks and client satisfaction.

Qualifications

• Strong written and verbal communication
• Highly organised with good time management
• Experience coordinating with multiple internal and external teams
• Experience in telecoms or support desk is advantageous
• Good telephone manners and ticket management understanding

Responsibilities

• Organise and coordinate technical implementation work with external sub‑contractors, in‑house engineers, or internal teams
• Log into client telephone systems remotely to implement call flow changes or upload audio productions
• Schedule remote engineering works on customer sites for field engineers or 3rd party contractors
• Manage and update all project work in the CRM and related project cases

Skills

Communication

Organisation

Multi‑dept collaboration

Telecoms experience

Tools

CRM systems

Remote access tools

Job description

System Support Specialist - North America

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

As a System Support Specialist, you’ll manage the delivery of the implementation of bespoke audio branding services on our clients’ telephony systems and ongoing support thereafter. You’ll be committed to delivering the best experience possible, ensuring clients experience the world‑class service we’re known for.

Working together with our dedicated Account Managers you’ll 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 we’ll make the best use of your organisation skills and ability to prioritise your own time. You’ll 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 you’ll 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 you’ll 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 you’ll get in return:

• Competitive salary and rewards


• Career development and progression directly linked to your performance


• Gym membership at PureGym


• 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 Manchester‑founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca‑Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee‑owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long‑term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people‑powered, future‑focused company that values creativity, champions diversity and invests in professional growth. Sound good?