Provides software application and technical support to customers through phone, email, and ticketing systems. Diagnoses software and hardware integration issues, guides users through solutions, documents cases, escalates complex problems, conducts follow-ups, and recommends best practices. The role supports EMR, practice management, and CRM platforms while contributing to customer satisfaction, retention, and continuous product knowledge.

Own the VoIP product strategy and roadmap, prioritizing customer needs, market requirements, technical considerations, and competitive differentiation. Lead cross-functional alignment across Sales, Onboarding, Support, Engineering, and leadership. Define requirements, user stories, workflows, and execution plans while driving initiatives from discovery through launch. Identify product gaps, improve reliability and usability, monitor customer feedback and market trends, and establish processes that create predictable customer and internal experiences.