VoIP Implementation Engineer

As a VoIP Implementation Engineer at Tekmetric, your primary responsibilities will include managing the implementation and ongoing support of our flagship VoIP Shopgenie product. You'll assist customers in setting up their systems, troubleshooting issues, and collaborating with our Product and Engineering teams to enhance the product based on user feedback. Additionally, you will be involved in creating and updating internal documentation to aid in the smooth onboarding of new customers.

To excel as a VoIP Implementation Engineer at Tekmetric, candidates should possess at least 2 years of experience in implementing and supporting VoIP or PBX systems, preferably for small businesses. Familiarity with VoIP protocols such as SIP is essential, alongside a customer-first mindset and the ability to simplify technical concepts for non-technical users. A self-starter attitude and capacity to work in a dynamic, ambiguous environment are also key qualifications.

Tekmetric supports its VoIP Implementation Engineers by fostering a collaborative environment where team members can share ideas and feedback. You will have the opportunity to work closely with the Customer Success team for effective onboarding, and with Product and Engineering teams to suggest improvements based on customer experiences. The company also offers flexible remote work opportunities and generous PTO, which help maintain a healthy work-life balance.

The work culture at Tekmetric for a VoIP Implementation Engineer is dynamic and supportive, promoting innovation and open-mindedness. Tekmetric values individuals who take initiative and are driven by helping customers succeed. Core values such as integrity, collaboration, and entrepreneurial spirit are deeply embedded in the company ethos, making it a great workplace for proactive team members who thrive in a fast-paced environment.

At Tekmetric, VoIP Implementation Engineers have numerous growth opportunities, including professional development through education assistance for ongoing learning, as well as exposure to various aspects of the company that can enhance technical and soft skills. The entrepreneurial spirit of Tekmetric encourages innovation and initiative, allowing you to carve out your own path as you contribute to the company's expansion in the automotive industry.

When answering this question, highlight your relevant experiences implementing and troubleshooting VoIP and PBX systems. Discuss specific systems you have worked with and the challenges you faced during implementations, as well as how you overcame them.

Your response should emphasize a customer-centric approach. Illustrate how you prioritize understanding customer needs, train users on new systems, and remain accessible for ongoing support while providing examples of positive customer interactions.

Discuss your methods for ensuring a smooth onboarding experience, such as creating user-friendly documentation, offering hands-on training sessions, and maintaining open lines of communication. Providing specific examples from past experiences will strengthen your answer.

Explain your problem-solving approach, detailing how you would gather information about the issue, consult with relevant teams for solutions, and communicate effectively with the customer throughout the resolution process.

Share your commitment to continuous learning—mention any courses, webinars, or professional groups you engage with to stay informed about VoIP advancements. Highlight how this knowledge benefits your work and strengthens your support capabilities.

Detail a specific project where you successfully implemented a VoIP system, focusing on the challenges faced, your role in overcoming them, and the positive outcomes for the customer. This shows your ability to deliver results and contributes to your credibility.

Discuss your organizational skills and methods for prioritizing tasks, such as assessing the urgency of issues, considering customer impact, and effective time management to ensure timely support for all customers.

Emphasize the importance of documentation in creating a reference for both technical processes and customer support cases. Discuss your experience in creating clear, comprehensive documentation that benefits team members and customers alike.

Share a specific experience where acquiring new knowledge or skills had a direct positive impact on your performance, discussing how you learned it and applied it to improve customer support or product implementation.

Talk about your communication strategies, such as regular check-ins, using collaborative tools, and making an effort to build rapport through virtual meetings, which help you maintain strong relationships even while working remotely.