Specialist, Site Contracts

Worldwide Clinical Trials; Municipio de Rincón de los Sauces; Remote; ARS 31,876,000 - 38,181,000; Part time

Job summary

PetDesk is seeking a Sr. Support Specialist, Phones on a 100% remote contract basis. Based in Latin America (including Central America) with availability aligned to North American business hours, you will handle complex VoIP/SIP/PBX issues across multi-site clients, document resolutions, and maintain SLA-driven ticketing.

You must provide your own equipment and have strong written English. Responsibilities include diagnosing SIP/VoIP connectivity, administering PBX configurations, guiding

Qualifications

• 2–4 years of technical VoIP/PBX support experience.
• Strong knowledge of SIP, RTP/RTCP, and call routing.
• Basic networking fundamentals and packet capture analysis.
• Hands-on IP phone provisioning across vendors.
• Excellent written English for client-facing communication.

Responsibilities

• Diagnose and resolve SIP/VoIP issues across client tickets.
• Troubleshoot PBX call routing and trunk configurations.
• Remotely diagnose network issues and guide clients via phone or screen share.
• Provision IP phones for new and existing accounts.
• Manage tickets daily with SLA adherence and clear communication.
• Document recurring issues for the knowledge base.

Skills

VoIP/PBX support

SIP protocol

Networking fundamentals

IP phone provisioning

English communication

Tools

Wireshark

Ticketing system

Job description

Sr. Support Specialist, Phones - Contract

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.

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.

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

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

About 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

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.

$2,041.67 - $2,041.67 a month