VoIP Implementation Specialist

We are seeking an experienced VoIP Implementation Specialist to join our growing team. This role combines technical expertise with customer service excellence to deliver a seamless onboarding and implementation experience for new customers across our software and communications platform.

The ideal candidate will be responsible for installing and configuring VoIP phone systems, provisioning user accounts and software access, deploying and testing hardware, and ensuring all platform components are fully operational prior to customer go-live. This individual will work closely with customers to implement our communications and business solutions, provide onboarding guidance, validate system functionality, and ensure a smooth transition onto the OktoRocket platform.

Roles and Responsibilities:

Implementation & Technical Delivery

• Install and configure VoIP phone systems for new clients, including SIP, RTP, QoS, and codec setup
• Provision user accounts and software access across the OktoRocket platform
• Deploy and test hardware, validating that all platform components are fully operational prior to customer go-live.
• Troubleshoot network issues during implementation across LAN/WAN, routers, firewalls, switches, PBX, TCP/IP (IPv4), and DNS.
• Maintain an in-depth understanding of OktoRocket’s products, services, and features to effectively support client needs and address questions.
• Stay up-to-date with product updates, industry trends, and relevant technical knowledge to better assist clients and improve support processes.

Product Support:

• Guide clients through product setup, ensuring a smooth transition to using OktoRocket’s solutions.
• Provide ongoing support for existing users, helping them maximize the benefits of our products.

Customer Relationship Management:

• Build strong relationships with clients by providing responsive, reliable, and attentive support that promotes long-term loyalty.
• Engage with clients to gather feedback, identifying ways to improve our product and service offerings.
• Coordinate a clean handoff from implementation to ongoing support at go-live, ensuring the Support & Success teams receive full context on the client’s configuration.

Documentation and Knowledge Sharing:

• Document client interactions, issues, and resolutions within our CRM system, ensuring accurate records for future reference and analysis.
• Contribute to our knowledge base by developing support resources, FAQs, and troubleshooting guides for clients and internal use.

Continuous Improvement:

• Identify patterns in customer inquiries and issues, providing feedback to the product development team to drive product enhancements.
• Work collaboratively with cross-functional teams, including sales, product, and development, to continuously improve the customer experience.

• Proven experience in customer support, preferably in a technical or software-focused role.
• Experience installing and configuring VoIP technology, including SIP, RTP, QoS, codecs
• Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX Deployment, TCP/IP (IPv4), DNS, etc.
• Networking, IT or telecommunications certifications a plus - Network+ or equivalent is desirable.
• Strong problem-solving skills with the ability to troubleshoot complex technical issues effectively.
• Excellent communication skills, with the ability to explain technical information in a clear, concise manner to clients of varying technical backgrounds.
• Familiarity with CRM and support ticketing systems; experience with customer support software is a plus.
• Highly organized, detail-oriented, and able to manage multiple client cases simultaneously.
• Demonstrated empathy, patience, and dedication to providing exceptional customer service.
• Ability to quickly learn new software applications and stay updated on product changes.
• A proactive and collaborative attitude, with a commitment to continuous improvement.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * Opportunities for growth and advancement - we love seeing our team members succeed!
• Health, dental, and vision insurance
• Retirement with company match
• Annual Work From Home Allowance
• Paid time off
• Paid holidays
• Company-paid life insurance and long-term disability
• Short-term disability
• Critical illness and accident coverage
• Employee Assistance Program

OktoRocket is proud to be an Equal Opportunity Employer and welcomes everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Pay: $55,000.00 - $65,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

OktoRocket, headquartered in Tennessee, is a comprehensive automotive technology solutions provider specializing in advanced analytics, communications, and service optimization. We transform complex business data into actionable insights while enabling seamless customer communications through our integrated software platform. Our solutions help automotive service businesses optimize their operations, enhance customer relationships, and drive sustainable growth.

Our company culture is rooted in our Core Values:

• Find a Way - We’re problem solvers who take ownership from first awareness to final resolution. We’re resourceful and persistent. When something needs doing, we figure it out and see it through.
• Customers First, Team Always -_ We go the extra mile for customers-but never at the cost of our people’s dignity or well-being._
• Never Too Big to Care -_ We’re accessible, responsive, and personal. Our customers know us, and we know them._
• Make Each Other Better -_ We speak up with positive intent, even when it’s uncomfortable. We encourage, we support, and we think beyond our own role. When one of us wins, we all win._

We prioritize finding the right culture fit, as we are confident that technical proficiency can be developed on the job.