We are looking for a Systems Support Engineer to take full ownership of creating and delivering cloud telephony accounts, performing onboarding, troubleshooting, and providing product demos. This is a remote, entry-level role where you’ll be directly responsible for setting up new accounts, configuring platforms, and ensuring customers have a seamless experience from activation to adoption. You will also handle live calls, chats, and support tickets, and provide technical expertise as needed.

Key ResponsibilitiesAccount Creation & Delivery

- Create and configure new customer accounts from start to finish, including setting up numbers, users, IVR flows, and integrations .
- Deliver the full cloud telephony solution , ensuring smooth account setup and customer activation.
- Ensure all customer configurations are tailored to their specific needs , with proper setup of features and services.

Onboarding & Product Demos

- Onboard new customers , guiding them through the platform and conducting in-depth training sessions on features and functionalities.
- Lead product demos for both current and closed customers, showcasing the value of the platform and helping them understand the best use cases.
- Provide hands-on demonstrations for prospects to ensure they understand how the product fits their business needs.

Systems Support & Troubleshooting

- Act as the primary point of contact for Systems Support​ issues via support tickets, live calls, and chat .
- Troubleshoot and resolve technical issues related to call flows, SIP, IVR, platform configuration, and user setup .
- Ensure timely resolution of all technical issues and escalate more complex cases to senior team members as necessary.

Customer Interaction & Satisfaction

- Handle live chats, inbound calls, and emails , providing prompt and effective solutions to customers.
- Ensure customers are fully supported during the onboarding process and throughout their lifecycle with the product.
- Provide ongoing customer support ,



ensuring they can maximize the value of their cloud telephony setup.

Documentation & Process Improvement

- Maintain accurate records of all technical issues, solutions, and customer configurations in the ticketing system.
- Contribute to internal knowledge base articles and documentation to improve onboarding and support processes.
- Suggest product and process improvements based on customer feedback and recurring issues.

Collaboration & Reporting

- Work closely with the Sales and Account Management teams to ensure smooth handovers of newly acquired customers.
- Provide regular updates and reports on ticket status, customer progress, and feature adoption .

Requirements

- Experience : 1–3 years of experience in Systems Support, customer service, or implementation roles in cloud telephony, SaaS, VoIP .
- Technical Expertise : Solid understanding of cloud telephony, call routing, SIP, IVR setup, and integrations .
- Account Setup : Proven ability to create and configure new customer accounts and ensure smooth delivery and activation of services.
- Communication Skills : Strong verbal and written communication, with the ability to deliver clear and concise demos and onboarding sessions to customers.
- Problem-Solving : Capable of troubleshooting and resolving technical issues in a customer-facing environment.
- Customer Focused : Passionate about providing excellent customer support and ensuring customer satisfaction throughout the entire lifecycle.
- Organizational Skills : Ability to manage multiple accounts and tasks in a remote, fast-paced environment.
- Team Collaboration : Comfortable working cross-functionally with Sales, Engineering, and Account Management teams.
- Education : A degree in Engineering, Computer Science, or related fields is a plus.
- Remote Work Readiness : Ability to work independently from a remote setup with a stable internet connection.

Nice to Have

- Exposure to APIs, integrations , or scripting to enhance platform setup.
- Experience with ticketing systems and CRM tools .

📌 System Support Engineer – Cloud Telephony (VoIP Experience Mandatory) (India)
🏢 Aancall
📍 India