Technical Support Specialist, Phone Systems

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention. Steer began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features. We are always innovating and we are proud to be a leader in the automotive repair industry. In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops. AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile. About The Role We are seeking a dedicated Phone Systems Support Specialist to join our Support Team. In this role, you will serve as the technical backbone for our organization's communication infrastructure, ensuring seamless connectivity and high-quality voice services. You will be responsible for diagnosing complex VOIP issues, maintaining rigorous documentation, and optimizing processes to prevent future disruptions. This position requires a blend of technical acuity and a service-oriented mindset, as you will own the resolution of issues from identification to completion while communicating effectively with stakeholders across the business. You will

• Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation.
• Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations.
• Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime.
• Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base.
• Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements.
• Translate technical details into clear, understandable information for non-technical stakeholders and users.
• Proactively identify opportunities to innovate and improve current communication workflows and systems.

You are

• Dependable: You are exceptionally reliable, delivering quality work on time without the need for close supervision.
• Adaptable: You embrace ambiguity and lead through change, viewing uncertainty as an opportunity to innovate.
• Ambitious: You actively seek stretch opportunities and take ownership of your professional growth.
• Curious: You are a self-directed learner who asks insightful questions and challenges assumptions to drive improvement.
• Collaborative: You build trust across teams and align stakeholders to help others succeed.
• Innovative: You look beyond obvious solutions to design creative and practical improvements.

You have* Must have:

• Minimum of 2 years of experience in VOIP support, with a proven ability to manage and resolve escalated issues cleanly.
• Demonstrated proficiency in diagnosing and resolving common phone and VOIP-related technical issues.
• Proven track record of documenting technical fixes and maintaining up-to-date Standard Operating Procedures (SOPs).
• Foundational understanding of basic networking concepts relevant to voice communications.
• Strong verbal and written communication skills, with the ability to articulate technical solutions to non-technical stakeholders.
• Demonstrated ownership mindset, taking full responsibility for outcomes and considering cross-functional business impacts.
• History of delivering quality work autonomously with a proactive approach to communicating risks and solutions.
• Proven ability to anticipate future issues and design systems or processes to prevent them (proactive problem-solving).
• Track record of prioritizing user needs and satisfying customer requirements with a results-oriented approach.
• Nice to have:

• Experience with specific enterprise-grade VOIP platforms (e.g., RingCentral, Twilio, Zoom Phone, Nextiva, or 8x8).
• VOIP experience from a non-call center environment or experience in an escalation/lead role in a call center.

Interview Process

• Initial Screen – 30 min
• Hiring Manager Interview – 30 min
• Career Journey & Cross Collaborative Interview – 60 min & 30 min
• Reference Checks

We Offer

• 100% Remote: Work from anywhere.
• Comprehensive Benefits: 100% employer-paid medical insurance.
• Financial Growth: Equity package and 401(k).
• Time Off: Flexible PTO (15-day minimum) and Parental Leave.
• Support: Learning stipend and home office equipment budget.

Why Join Steer? At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence. Here, you’ll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being. Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work. We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries. Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.