Customer Experience & Technology Support Specialist (Remote)

Our employer provides business technology and communication services, mainly for small and mid-sized companies, including internet-based phone systems (VoIP), AI tools like chatbots and call summaries, IT support, website design and hosting, and digital marketing services; in short, it positions itself as an all-in-one provider to help businesses manage their communications, online presence, and tech infrastructure.

They are looking for an individual whio is an equal parts problem solver, communicator, and tech enthusiast. Support our clients across VoIP, AI assistants, cloud services, Microsoft 365, websites, and more.

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Customer Support & Communication

• Handle customer calls, emails, and support tickets with professionalism and empathy
• Deliver a consistent, high-quality customer experience that reflects our brand values
• Keep customers informed of incident progress, resolutions, and project status
• Work with clients who rely on our telecom, AI, web, and social services daily
  

Technical Troubleshooting & IT Support

• Diagnose and resolve a wide range of technical issues across our stack — including VoIP phones and softphones, SIP and RTP call routing, conversational AI assistants, and AI call recap tools. Support customers on cloud-hosted web services, Microsoft 365 (Outlook, Teams, OneDrive, and SharePoint), Windows, and other cloud-based operating systems.
• You'll also troubleshoot network, hardware, software, and connectivity problems, support our DaFeeder web-based telemarketing platform, and handle email protocols (IMAP and SMTP), remote access tools like RDP, DNS configuration, and other day-to-day IT needs as they come up.

Client Onboarding & Provisioning

• Create client profiles in our CRM
• Set up and provision VoIP phones, softphones, and AI services
• Configure domains, call routing, number assignments, and Microsoft accounts
• Package and ship devices as needed
• Guide clients through onboarding for Melo Voice, AI services, and DaFeeder
  

Training, Guidance & Best Practices

• Conduct one-on-one or group training for new users
• Walk customers through features, dashboards, AI tools, and VoIP systems
• Create support documentation, wikis, and FAQs
• Project Support & Collaboration
• Contribute to technology rollouts and customer deployments
• Assist with quality assurance, testing, and product feedback
• Collaborate with team members on cross-department solutions
• Manage projects using our CRM/project management platforms
  

Continuous Improvement

• Stay informed on emerging telecom, AI, and cloud technologies
• Suggest improvements to workflows, support processes, and customer experience
• Help maintain high customer satisfaction and retention

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What You Bring

• Strong communication skills (verbal and written)
• A passion for helping clients and solving problems
• Solid understanding of computers, cloud systems, networking, and VoIP
• Ability to work independently with minimal supervision
• Exceptional organizational and time-management skills
• A valid G-class driver's licence and access to a reliable vehicle

Preferred Experience

• These are assets, not strict requirements.
• 1+ year IT or technical support experience
• 1+ year customer service (phone or helpdesk)
• Experience with VoIP, SIP, call routing systems
• Experience with Microsoft 365 administration
• Familiarity with CRM platforms
• Experience with Gmail/Google Workspace
• Understanding of DNS, RDP, IMAP/SMTP, and cloud hosting
• Experience with Slack
• Experience with troubleshooting web-based software