Remote Senior Copywriter, B2B Tech (Part-Time)

BairesDev; Municipio de Rincón de los Sauces; Remote; ARS 31.393.000 - 37.603.000; Vollzeit

Zusammenfassung

PetDesk is seeking a remote contractor to support VoIP/PBX systems for multi-site clients, handling advanced troubleshooting, documentation, and remote diagnostics. The role emphasizes English communication, ownership, and the ability to work with a distributed team.

This 100% remote contract position is based in Latin America with availability aligned to North American business hours. Contractors provide their own equipment and must maintain SLA expectations.

Qualifikationen

• 2-4 years of experience in technical VoIP/PBX support, including multi-site deployments.
• Solid knowledge of SIP, RTP/RTCP, PBX routing/configuration, codec-related call quality issues.
• Networking fundamentals: subnetting/VLANs, QoS, and packet capture analysis (Wireshark or equivalent).
• Hands-on experience provisioning and configuring IP phones across multiple vendors.

Aufgaben

• Diagnose and resolve SIP/VoIP connectivity issues across 15+ client tickets per day.
• Administer and troubleshoot PBX systems at call-flow and trunk-configuration level.
• Remotely diagnose network issues and guide non-technical client staff via phone or screen share.
• Provision and configure IP phones for new and existing client accounts.
• Manage and resolve client tickets daily, maintaining SLA adherence and clear written communication.
• Document recurring technical issues and solutions in the internal knowledge base for team-wide use.

Kenntnisse

VoIP/PBX support

SIP protocol

RTP/RTCP

PBX call routing

Networking fundamentals

IP phone provisioning

English communication

Ownership

Tools

Wireshark

Jobbeschreibung

About this Role

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.

Location and Hours

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.

Equipment

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

Language Requirement

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

Tasks

• 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

Requirements

• 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

About the Company

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.

Recruiter Policy

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

Compensation

$2,041.67 - $2,041.67 a month