Technical Support Specialist
Broadvoice•Los Angeles, CA
•$19 - $19•Remote
About The Position
Broadvoice is seeking a Technical Support Specialist with strong VoIP knowledge and SIP trunking troubleshooting experience to join our growing team. In this technical, customer-facing role, you’ll work directly with business clients via phone, chat, and email to resolve complex issues—particularly those related to call flow, SIP signaling, and voice service performance. If you’re passionate about problem-solving and want to make a meaningful impact in a fast-paced, customer-focused environment, we want to hear from you.
Requirements
- Demonstrated technical support experience for a SaaS platform
- 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
Nice To Haves
- Previous experience in a technical support role in a VoIP, telecom, or unified communications setting is preferred
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
Benefits
- Clear growth paths
- Access to learning resources
- Mentorship
- Remote-first approach
- Focus on work-life harmony
- Diversity and inclusion initiatives
- Sense of belonging
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
