Cloud Support Representative

Description

We are looking for a candidate to join our Cloud technical support team!

Key Responsibilities

• Provide high-quality assistance to ESI Consumers and Partners contacting Tech Support who require assistance with ESI products, promoting customer satisfaction with ESI products and services.
• Answer inbound calls and assist them with operational questions, system programming, as well as troubleshooting failures on ESI equipment.
• Remotely upload software to systems and programs, if necessary.
• Escalate potential problem sites to management as required for resolution.
• Report ESI product problems to Product Assurance promptly and follow established Policies and Procedures.
• Log all daily calls received into the CRM database (HubSpot).
• Any other duties that may be prescribed by management from time to time.

Required Skills & Qualifications

• 2 years of experience supporting VoIP technologies
• 1 year of experience working with data networks
• Experience working with high-touch, high-value customer accounts

If you're ready to take your career to the next level and make a real impact supporting customer businesses, ESI offers the opportunity to work with cutting-edge technology, a supportive team, and a company committed to your success.

Product Manager

Full-Time — Remote Work

We are seeking a highly motivated and experienced Product Manager for our Cloud PBX offering — the key component of ESI’s portfolio. In this role, you will manage various aspects of the Cloud PBX product - from AI and technical partnerships to basic features. You will work cross-functionally with senior management, software engineering, platform operations, sales, marketing, implementation, and customer success to deliver compelling solutions, drive adoption and achieve commercial success.

Responsibilities

• Conduct market research, competitive analysis and consumer/enterprise customer discovery to identify unmet needs, use-cases and product differentiators.
• Translate business and customer needs into clear product requirements, user stories and functional/technical specifications; prioritize the backlog.
• Lead cross-functional workstreams to deliver new features, enhancements and go-to-market launches.
• Define and participate in go-to-market strategies - Write technical documentation, advise on marketing documentation, perform training, define pricing,
• Manage the full product lifecycle — from ideation through launch, adoption, growth and eventual sun-setting.
• Monitor product performance and success metrics (e.g., adoption, usage, revenue) and iterate accordingly.
• Serve as the voice of the customer internally; partner with customer success and sales to capture feedback, identify churn risk and surface improvement opportunities.
• Build strong partner and ecosystem relationships (e.g., integrations, third-party vendors) to drive scale.
• Evangelize the product — internally and externally — by delivering demos, training sessions, and webinars.

Required Qualifications

• Bachelor’s degree (BS/BA) in a technical, business or related field (or equivalent experience).
• Minimum 3 years of product management (or equivalent) experience, preferably in software/SaaS/cloud communications.
• Proven track record delivering cloud-based products, ideally in the communications/UCaaS/PBX domain.
• Moderate-to-strong understanding of cloud communications architecture (e.g., hosted PBX, VoIP, SIP, API integrations, unified communications).
• Excellent analytical, problem-solving and decision-making skills; data-driven mindset.
• Demonstrated ability to work cross-functionally and lead without authority.
• Strong verbal and written communication skills; comfortable engaging with technical, sales, marketing and executive stakeholders.

Preferred Skills

• Understanding of emerging technologies such as Generative AI, LLMs, analytics in communications.
• Familiarity with Agile development practices (e.g., Scrum, Kanban), backlog management and user story creation

Implementation Technician

Plano, TX

The Implementation Technician position is a designated product and services specialist in the Customer Services organization. Our Implementation Technician will stay up to date on specific products, services, tech updates, and more.

Department:

ESI Hosted Services

Duties

Detailed multitasking is a must as multiple orders and tasks are in a constant state of change. The following responsibilities/duties are a sample of what is needed:

• Receive and review for accuracy signed contracts from Agents/Partners for new or additional services.
• Set up tracking tickets for testing and implementation of hosted orders.
• Coordinate scheduling of shipments, activation and porting with Project Coordinators, Agents and customers.
• Coordinate with external carriers and porting companies provide all information that is needed to port numbers and resolve porting related issues.
• Order and deliver equipment and/or DIDs as needed.
• Check portability of numbers.
• Any Additional duties assigned my Manager

Additional Requirements

• Customer service attitude both via e-mail and phone calls
• Comfortable with using multiple interfaces for different SW packages
• Must be able to adapt to constant change.
• Ability to pick up/learn new software programs and databases
• Excellent written, verbal, and interpersonal skills in interfacing with all departments in the company.
• Experience with word processing, spreadsheet and database software.
• Ability to work quickly and accurately in a detail intensive environment.
• Telephony experience a plus

SIP PBX Technician

Plano, TX

The SIP PBX Technician position is a designated product and services support specialist in the Customer Services organization. The key role of the Customer Services organization is to field Reseller product or services inquiries which include trouble reporting and issue isolation/identification and correction. Specifically, the role of the SIP PBX Technician is to provide first line technical support to internal and external customers.

Key Responsibilities

• Provide first responder Technical Support in the Customer Support Center
  • Receive, analyze and address inquiries (Phone or Electronic) directed to the Customer Support Center.
  • Log and update customer interactions in the Kayako Ticket System.
  • Troubleshoot, diagnose and resolve customers issues related to ESI Services or Systems
  • Expedite customer complaints (Phone or Electronic)as necessary to the appropriate parties for escalation or resolution.
  • Document and report any System Software or Hardware defect through appropriate channels.
  • Monitor and update information on Partner/Reseller Forums as assigned.

Duties

• Provide high quality assistance to ESI dealers requiring assistance with ESI products and promoting customer satisfaction with ESI products and services.
• Answer inbound calls and assist them with operational questions, system programming, as well as troubleshooting failures on ESI equipment.
• Escalate potential problem sites to management as required for resolution
• Generate advance replacement return authorizations (RAs), in accordance with established ESI Policies and Procedures, as needed for equipment hardware failures in the field.
• Follow up daily with ESI customers on unresolved site issues.
• Input all daily calls received into the database.
• Any duties that may be prescribed by management from time to time.

Additional Requirements

• Ability to review Wireshark packet captures
• Knowledge and ability to read/follow SIP setup messaging
• Previous IP PBX experience, myPPX , Digium, Altigen, Asterisk
• Must have excellent written, verbal, and interpersonal skills in interfacing with all departments.
• Previous customer service experience, with a portion of this time supporting telephony (phone systems) , networks and/or services
• Excellent verbal and interpersonal skills for interfacing with Resellers. Fluent in English.
• Ability to sit at a workstation and computer keyboard for long periods of time and use the telephone extensively.
• Have a good attitude with willingness and flexibility.