Support & Implementation Technician, Cloud Communications

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $80.4k - $108.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🗣️ Communications

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Clio - Cloud-Based Legal Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

⚖️ Legal

🔐 Security

SaaS • Legal • Security

Clio is a cloud-based legal technology company that provides comprehensive legal practice management software for law firms. The platform offers a range of solutions including client intake, billing, document management, and calendaring to streamline law firms' operations. Clio is designed to improve the efficiency of legal practices by automating administrative tasks and providing secure, reliable data storage with a strong focus on data security. The software is enhanced with features that accommodate different areas of legal practice, and it integrates with over 250 other tools to optimize workflow for legal professionals. Clio serves solo practitioners as well as small to large law firms worldwide.

📋 Description

• Troubleshoot VoIP/SIP issues including registration failures, one-way/no audio, jitter, packet loss, and call quality • Ask structured diagnostic questions to isolate device, network, account, user, or Clio-product issues • Escalate issues beyond scope to the appropriate team or engineering • Configure call flows including forwarding, auto-attendants/IVR, ring groups, time-of-day routing, voicemail, and greetings • Provision and manage desk phones and softphones, including MAC registration and user/extension assignment • Manage number and caller ID assignment, port orders, LOAs, rejections, and 10DLC SMS registration • Onboard and implement phone systems for new firms, migrate from prior systems, and train customers • Diagnose remotely and coordinate with customers' IT or MSPs for physical infrastructure issues • Document fixes in the knowledge base • Complete account pre-configuration setups for new Grow/Manage accounts • Process Local Services Ads applications and troubleshoot LSA account issues and errors • Coach team members on best practices and product or technical limitations • Contribute to and lead cross-functional VoIP-related initiatives • Handle escalations with minimal TL support, including technical VoIP escalations • Perform other duties as required

🎯 Requirements

• Strong attention to detail and ability to focus for prolonged periods • Self-motivator with a knack for repetitive administrative tasks • Knowledge of VoIP/SIP fundamentals: registration, RTP audio path, NAT/firewall traversal, SIP ALG, codecs, call setup • Networking literacy: routers, firewalls, QoS, VLANs, WiFi, ISP/modem basics • Comfort with PBX/telephony configuration: routing, menus, ring groups, voicemail • Understanding of desk phone and softphone provisioning (Yealink/Polycom) • Customer-facing troubleshooting with non-technical users via clear writing and documentation habits • Comfort running/analyzing carrier processes (porting, 10DLC registration) • Excellent organizational and time management skills • Composure under pressure with frustrated customers • Comfortable troubleshooting live with a customer on a call (video/voice) • Comfortable working in an AI-assisted environment • Availability to work flexible hours during high-volume peaks if needed • Comfortable working in a fast-paced, evolving environment • Prior MSP, VoIP, or telecom help-desk background strongly preferred, especially US telecom • Log or packet-capture reading and light scripting • Kazoo PBX platform experience • Experience or knowledge in legal documentation and legal practice areas • 2+ years of experience in a customer-facing Customer Success, Support, or Professional Services environment • Interest in joining a dynamic, high-growth, fast-moving SaaS company

🏖️ Benefits

• Competitive, equitable salary • Top-tier health benefits • Dental insurance • Vision insurance • Flexible time off policy, with an encouraged 20 days off per year • EAP benefits for you and household members, including counseling and online resources • 401k matching • Child Education Savings • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years • Accessibility accommodations during the recruitment process • Human review of AI-generated recruitment output; no automated hiring decisions