Technical Support Specialist
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Job Description
Technical Support Specialist resolving complex VoIP/SIP Trunking issues for Broadvoice. Engaging with clients to ensure superior customer service and technical support.
Responsibilities:
- Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support
- Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments
- Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments
- Accurately document and track issues using our internal ticketing system
- Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem
- Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info
- Communicate real-time insights with your team through collaboration tools like chat and internal channels
- Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience
- Take on additional duties and special projects as assigned
Requirements:
- Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal)
- Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch
- Understanding of network fundamentals, router configurations, and basic IT concepts
- Strong English communication skills—written, verbal, and in live customer interactions
- Ability to manage time effectively and stay detail-oriented in a fast-paced support environment
- Previous experience in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred
Benefits:
- Grow Your Career
- Enjoy Flexibility
- Community & Culture
- Make an Impact
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