Remote Client Success & Support Specialist

Atomic Hr; Neuquén; Remote; ARS 32,043,000 - 38,381,000; Full time

Job summary

PetDesk is seeking a Sr. Support Specialist, Phones for a 100% remote contract based in Latin America. You will diagnose and resolve complex VoIP issues, administer PBX configurations, and provision IP phones across multi-site client accounts. Strong English communication and ownership are essential.

The role emphasizes remote diagnostics, documentation for the knowledge base, and adherence to SLAs while coordinating with North American business hours.

Qualifications

• 2-4 years of technical VoIP/PBX support experience across multi-site deployments.
• SIP, RTP/RTCP, PBX routing/configuration, codec issues, common VoIP failure modes.
• Networking fundamentals: subnetting/VLANs, QoS, packet capture.
• Hands-on provisioning of IP phones across multiple vendors.
• Strong written English communication for client-facing work.
• Demonstrated ownership to drive issue resolution.

Responsibilities

• Diagnose and resolve SIP/VoIP connectivity issues across 15+ client tickets daily.
• Troubleshoot PBX systems at call-flow and trunk-configuration levels.
• Remotely diagnose network-level issues and guide non-technical staff.
• Provision and configure IP phones for new and existing accounts.
• Manage client tickets daily, maintaining SLA and clear written updates.
• Document recurring issues and solutions in the knowledge base.

Skills

VoIP support

PBX troubleshooting

SIP protocol

RTP/RTCP

PBX call routing

Wireshark analysis

IP phones provisioning

English (written)

Tools

Wireshark

Job description

Sr. Support Specialist, Phones - Contract

Descripción Del Trabajo

This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call-quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively.

Fluency in English (both written and spoken) is required for this role.

This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.

Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.

About this Role:

• Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss, across 15+ client tickets per day
• Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, not just individual device settings
• Remotely diagnose network-level issues at client sites, including router/firewall checks, and guide non-technical client staff through resolution steps via phone or screen share
• Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts
• Manage and resolve client-facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout
• Document recurring technical issues and solutions in the internal knowledge base for team-wide use

• 2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi-site or enterprise-scale PBX deployments
• Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and common VoIP failure modes
• Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis (Wireshark or equivalent)
• Hands-on experience provisioning and configuring IP phones across multiple hardware vendors
• Strong written English communication for client-facing correspondence
• Demonstrated ownership — able to see a complex technical issue through to full resolution without heavy oversight

PetDesk offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, we support more than 10,000 veterinary clinics and over 400 grooming facilities, and serve over 20 million pet parents worldwide.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

$2,041.67 - $2,041.67 a month

Compensation details: