Service & Support Specialist - North America

Location: Manchester, Old Trafford 
Hours:  1:00pm – 10pm (supporting US clients) 
Salary: £29,000 base (£31,000 OTE)

Working with 36,000 clients in 54 countries across the globe, PHMG is a world-leader in audio branding and cloud-based telephony optimisation – trusted by leading brands and SMEs alike to enhance the caller experience at every opportunity.  

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 Service & 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 

• Smart pension scheme 

• 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 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.