Support & Implementation Technician, Cloud Communications

A positive attitude and team player mentality

Strong attention to detail and ability to focus for prolonged periods

A 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: enough to diagnose and direct a fix, not necessarily to build a network

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. You are comfortable juggling multiple open tickets or cases, and shifting priorities under time-sensitive expectations

Composure under pressure with frustrated customers

Comfortable troubleshooting live with a customer on a call (video/voice), not just async via email, chat.

Comfortable working in an AI-assisted environment

Available to be flexible with their work hours to support high volume peaks if needed.

Comfortable working in a fast-paced, evolving environment: this role's scope will change over time.

Prior MSP, VoIP, or telecom help-desk background (strong preference with US telecom)

Log or packet-capture reading, light scripting

Kazoo PBX platform experience

Experience or knowledge in legal documentation and legal practice areas

2+ years of experience in a Customer Success, Support or Professional Services environment, specifically in a customer facing role

Interest in joining a dynamic, high growth, and fast-moving SaaS company.

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Some highlights of our Total Rewards program include:

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.

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 and Child Education Savings

Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.