Virtual Concierge Support Specialist

Crossing Hurdles; Neuquén; Remote; ARS 59,300,000 - 88,950,000; Part time

Job summary

Crossing Hurdles is seeking a Sr. Support Specialist, Phones for a remote engagement. You will diagnose and resolve complex VoIP/PBX issues, manage tickets, and document solutions to scale the team.

The role requires ownership of multi-site deployments, SIP/RTP troubleshooting, and guiding non-technical clients through remote diagnostics during North American business hours.

Qualifications

• 2–4 years of experience in technical VoIP/PBX support.
• Fluent English (written and spoken) is required.
• Experience provisioning/configuring IP phones across multiple vendors (Yealink, Grandstream, Polycom).
• Strong knowledge of SIP, RTP/RTCP, PBX routing/configuration, and VoIP failure modes.
• Basic networking fundamentals: subnets/VLANs, QoS, and packet capture analysis.

Responsibilities

• Diagnose and resolve SIP/VoIP connectivity issues across client tickets.
• Administer and troubleshoot PBX systems at call-flow and trunk levels.
• Remotely diagnose network-level issues and guide client staff to resolution via phone or screen share.
• Provision and configure IP phones for new and existing accounts.
• Manage client tickets daily with clear written communication and SLA adherence.
• Document recurring issues and solutions in the knowledge base.

Skills

VoIP support

PBX

SIP protocol

Network fundamentals

IP phones provisioning

English writing

Ownership

Tools

Wireshark

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.

• 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