Technical Support Specialist

Broadvoice; Colombia; A distancia; COP 33.480.000 - 50.220.000; Jornada completa

Descripción de la vacante

A growing cloud communication company is seeking a Technical Support Specialist to provide exceptional technical support to business customers. Responsibilities include troubleshooting VoIP issues, documenting solutions, and contributing to knowledge base efforts. The ideal candidate will have strong experience with VoIP technologies like SIP and RTP, as well as excellent communication skills. This full-time position offers the opportunity to make a real impact on customer experience.

Formación

• Experience in SIP trunking environments required.
• Ability to communicate effectively in fast-paced environment.
• Prior Tier 2 technical support experience preferred.

Responsabilidades

• Provide technical support via phone, chat, and email.
• Resolve technical issues involving SIP signaling.
• Document and track issues in the ticketing system.

Conocimientos

Strong knowledge of VoIP technologies

Troubleshooting SIP signaling

Strong English communication skills

Time management

Herramientas

Metaswitch

Descripción del empleo

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Position Summary

Broadvoice is looking for a Technical Support Representative 2 to join our growing team. In this dynamic role, you will provide technical support to US-based business customers via phone, chat and email. If you are passionate about solving problems and want to make an immediate impact on the customer experience, we want to talk to you!

Your Day-to-Day

• 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 escalate 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

What You Bring to the Team

• Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments
• Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch
• 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 in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred

Why Broadvoice

We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.

Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions. If this position requires travel, you may be required to pass a drug screen.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology and Customer Service

Industries

• Software Development, IT System Training and Support, and Telecommunications