Technical Support Specialist
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Job Description
Technical Support Specialist supporting Telzio’s VoIP platform through multichannel troubleshooting. Resolving networking and call-quality issues while collaborating with product and development teams.
Responsibilities:
- Deliver accurate and prompt handling of customer support requests via phone, email, chat, and remote session
- Troubleshoot, investigate, and resolve issues, and engage with product and development teams to solve more complex issues
- Maintain comprehensive knowledge of the Telzio platform and help customers navigate and utilize its various features
- Prioritize and manage ticket lifecycle to ensure timely resolution and communication with customers
- Translate technical terminology and troubleshooting steps for business users, and communicate thoughtful, customized solutions
- Take on ad hoc projects and responsibilities, including testing new features, documenting issues and guides, and submitting feedback through appropriate channels
Requirements:
- 2-3 years of experience in a similar role
- Knowledgeable in device and network troubleshooting
- Experience working on both MacOS, Windows OS, iOS and Android OS
- Excellent troubleshooter and problem-solver
- Ability to identify patterns or issues, capture details of an outage or degraded services
- Basic understanding of networking protocols such as TCP/IP, UDP, RTC
- Understanding of networking industry best practices
- Ability to create accurate documentation for internal and external company use
- Ability to work 5AM to 2PM PST
- Strong understanding of VoIP systems, network configurations, and the ability to diagnose and troubleshoot issues related to call quality, connectivity, and network settings using packet capture tools
- Understand common networking issues such as double NAT, firewall misconfigurations, and connectivity problems
- Can demonstrate technical knowledge or equivalent experience in CompTIA Network +
- CompTIA Network+ or similar certification is a bonus but not required
- 10 DLC SMS regulation experience
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