System Support Specialist - North America

PHMG; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

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

You’ll work with Account Managers to understand each client case and determine the best strategy to upload our productions, prioritising tasks to keep projects on track.

A detailed training plan will develop your technical skills, and you’ll help ensure a world-class service experience for North American clients from our UK base.

Qualifications

• Strong communication skills, verbal and written.
• 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.

Responsibilities

• To provide administrative support to the Service & Support Team
• Using Sound Pad application to upload mobile voicemail audio for clients
• Calling into clients to perform sound checks on audio we have loaded to check it is playing the correct audio and there are no sound issues
• Calling clients to set up 2 factor authorisation
• Monitoring the sound check tool and shared inbox, adding audio to the sound check tool

Skills

Strong communication

Organised

Cross-functional work

Telecoms experience

Telephone etiquette

SLA & ticketing

Job description

Contract: Fixed term until January 2027

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:

• To provide administrative support to the Service & Support Team
• Using Sound Pad application to upload mobile voicemail audio for clients
• Calling into clients to perform sound checks on audio we have loaded to check it is playing the correct audio and there are no sound issues
• Calling clients to set up 2 factor authorisation
• Monitoring the sound check tool and shared inbox, adding audio to the sound check tool

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.

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?