Technical Support Specialist

Rippling, Inc.; Colombia; A distancia; COP 33.480.000 - 66.960.000; Jornada completa

Descripción de la vacante

Broadvoice is seeking a Technical Support Specialist with VoIP knowledge and SIP trunking troubleshooting experience to help mid‑market clients via phone, chat, and email. You’ll resolve complex issues around call flow, SIP signaling, and voice service performance in a fast‑paced, customer‑facing role.

Strong problem‑solving and collaboration are essential for success. Join a remote‑first culture that values continuous learning, documented processes, and a team that supports your growth while

Formación

• Strong English communication skills (written, verbal, and in live customer interactions).
• Previous experience in a technical support role in a VoIP, telecom, or unified communications setting is preferred.
• Understanding of network fundamentals and basic IT concepts.

Responsabilidades

• 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 elevate 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.

Conocimientos

VoIP knowledge

SIP trunking

English communication

Time management

Customer support

Herramientas

Diagnostic tools

Ticketing systems

Descripción del empleo

At Broadvoice, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues.

Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands‑on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.

POSITION SUMMARY

Broadvoice is seeking a Technical Support Specialist with 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.

KEY 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 elevate 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

QUALIFICATIONS

• 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
• Previous experience working in a contact center environment in a technical support role in a VoIP, telecom, or unified communications setting is preferred

WHY BROADVOICE

We're not just building communication tools, we're creating the future of connection. And we need people who want to build it with us.

Work on Your Terms

Remote‑first isn't a perk we bolted on, it's how we operate. We trust you to deliver, wherever you do your best work.

A Team Built Different

Diverse. Inclusive. Real. This is a culture that invests in people, not just performance metrics. You'll be surrounded by people who've got your back and push you to do better work.

Impact You Can Point To

Your ideas won't get lost in the shuffle. You'll have the backing of a product that competes well, and a direct hand in transforming Broadvoice into a CX powerhouse in the channel.

Are you ready to join a passionate and talented team to build the future of Broadvoice?