Original job description
Archived listing. The details below describe a past opening.
A Senior Network Implementation Specialist of Phones is a vital part of the Podium team. In this role, you will be a technical expert and a resource for Podium customers and Onboarding Managers. Responsible for running network tests and auditing network configurations. Responsible for working with customers to optimize their network by adjusting router configurations (if needed). Additional responsibilities may include expanded product support. Podium’s phone product is rapidly growing. Defining SOPs and creating documentation may become an additional responsibility.
Key Responsibilities:
Run network tests and resolve issues as it relates to the results of the test
Troubleshoot technical issues related to network setup
Work cross-functionally with sales, support, and onboarding teams to ensure a smooth onboarding experience for customers
Document best practices
Ensure customer satisfaction by proactively addressing concerns and optimizing setup
Work with customers over Zoom and onsite to troubleshoot phone/network-related issues
Requirements:
Familiarity with network troubleshooting (i.e., routers, switches, firewalls, QoS, NAT, etc.)
Strong understanding of VoIP technologies, the SIP protocol, and phone system configurations
Excellent problem-solving skills and ability to explain technical concepts to non-technical users
Familiarity with CRM and ticketing systems (e.g., Salesforce, Zendesk, or similar)
Ability to manage multiple customer onboarding projects simultaneously
Previous experience with Podium or similar customer engagement platforms is a plus
Ability to troubleshoot remotely
Preferred Qualifications:
VoIP-related certifications (e.g., CompTIA Network+, Cisco CCNA Voice)
Experience with network troubleshooting
Experience with hosted VoIP
Experience with Android and iOS (for the Podium Mobile App webphone)
Experience with Wireshark, packet captures, syslog files, SIP flows, etc.
Background in customer success, IT support, or telecommunications
What you should know:
Must be available to work onsite at our Guatemala City office in Zone 10, Monday - Friday
Benefits:
Bono 14 and Christmas bonus
13 paid holidays throughout the year
The office is located in Zone 10, Edificio Interamericas
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.
