Premium Services Engineer

Role: Premium Services Engineer

Location: Chicago  

Hours: 10am – 7pm Monday Friday  

Package: $53,000 OTE

Responsible for implementing, programming and setting up system features within cloud telephony systems. Working with our in-house architects, you will be implementing their approved solutions to cloud-based telephony systems which with client input, optimize and improve the call flows and caller experiences.

You will also be responsible for assisting clients that are moving phone system to our preferred partner, GoTo. You will work within the PBX admin portal being responsible for setting up users, call flows, porting numbers, troubleshooting handsets, assisting clients and ensuring a successful end-to-end set up of their phone system to GoTo from their existing provider. Certain projects can be escalated but you will act as 1^st level support and the point of contact for clients.

Other responsibilities include assisting the Pre-Sale team with technical system capabilities if support is needed, support with escalated implementation work, provide KnowledgeBase assistance on occasion and deliver CTS training when needed. You will work with the caller experience architects and implement the programming which they instruct you to complete. You will also assist where needed with other types of work that CTS is responsible for.

Responsibilities:

• Ability to complete programming and set up of features on all cloud telephony platforms comfortably


• Managing the transition of client’s phone systems from their existing provider to GoTo Connect


• Is proficient in understanding what top cloud telephony platforms are capable of and has in-depth knowledge of their nuances


• Self-learner who can do own research on platforms and their capabilities


• Is comfortable discussing with telecom providers, resellers and 3^rd parties to schedule, brief and project manage the upgrade of programming on cloud telephony platforms


• Consulting and providing technical assistance to account management support teams


• Can work in collaboration with other teams internally


• Training and support capacity with complex casework

Required Experience:

• Experience working in Implementation roles using cloud telephony or other similar technologies


• Number porting experience preferred


• Confident and experienced technician working in a multitude of portal-based telephony systems


• Key Accounts experience preferable


• Familiarity communicating, supporting and consulting clients and account managements via phone or email


• Office based working experience


• Working to KPI’s/set metrics


• Using a CRM and Microsoft office suite confidently

Required Competencies:

• Senior skills both knowledge and experience based within the Technical Implementation role


• 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


• Great representative for CTS department showing positive approach to all levels of work


• Can work in a fast-paced, dynamic environment

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s 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.