System Support Specialist – North America

About the role

As a System Support Specialist you will deliver and support bespoke audio‑branding services on North American clients' telephony platforms. Working from our Manchester office you will ensure a seamless implementation experience and maintain the high‑quality service PHMG is known for.

Key responsibilities

• Organise and coordinate technical implementation work with external sub‑contractors, in‑house engineers and internal teams.
• Log into client telephone systems remotely to modify call flows or upload new audio productions.
• Schedule remote engineering work on customer sites for field engineers or third‑party contractors.
• Maintain accurate project records in the CRM and update related project cases.

Required profile

• Strong verbal and written communication skills.
• Highly organised with the ability to prioritise tasks.
• Experience working across multiple internal and external departments.
• Background in a telecoms environment or support desk is advantageous.
• Good telephone manner and understanding of Service Level Agreements and ticket management.

Required skills

• Proficiency with CRM systems.
• Remote access to telephone systems.
• Ticket management processes.

What we offer

• Competitive salary (£29,000 base, £31,000 OTE) and performance‑linked rewards.
• Career development and progression based on performance.
• Gym membership at PureGym, smart pension scheme, critical illness cover and life assurance.
• Birthday half‑day leave, creative office spaces and breakout areas.
• Cycle‑to‑work scheme and charitable fundraising initiatives.