System Support Specialist - North America £29,000 OTE Manchester Client Technology Solutions

PHMG; Manchester; Hybrid; GBP 49,000 - 60,000; Full time

Job summary

PHMG, a Manchester-founded global audio branding agency, is seeking a System Support Specialist for a fixed-term contract to manage bespoke audio onboarding on client telephony systems and provide ongoing support. You will work with Account Managers to understand each client case and determine the best strategy to upload productions, using CRM systems to track progress.

The role also involves administering the Service & Support team, performing sound checks, assisting clients with two-factor

Qualifications

• Strong communication skills, verbal and written.
• Highly organised approach to work.
• Experience coordinating with multiple departments internally and externally.
• Experience in a telecoms environment and/or support desk is advantageous.
• Good telephone manner.
• Experience or understanding of Service Level Agreements and Ticket Management.

Responsibilities

• Provide administrative support to the Service & Support Team.
• Use Sound Pad to upload mobile voicemail audio for clients.
• Conduct sound checks by calling into clients to verify audio plays correctly and without issues.
• Assist clients with setting up two-factor authentication.
• Monitor the sound check tool and shared inbox, and add audio to the tool.

Skills

Communication skills

Organization

Cross-functional collaboration

Telecoms experience

Phone etiquette

SLA & Ticket management

Tools

CRM systems

Sound Pad

Job description

System Support Specialist - North America

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?