Real-Time VoIP Support Specialist

Zenoti; Bellevue (WA); On-site; USD 45,000 - 70,000; Full time

Job summary

Zenoti in Bellevue, WA seeks a Technical Support Specialist to deliver top-tier support for the Hyperconnect VOIP solution. You will troubleshoot real-time voice issues, investigate network and browser-based problems, and guide customers through critical voice workflows, ensuring business continuity.

You will collaborate with engineering and product teams, document solutions for the knowledge base, and participate in rotating 40-hour weeks with early-late shifts.

Qualifications

• Must have customer service experience in technical support or NOC.
• Ability to troubleshoot VOIP and real-time communication issues.
• Familiarity with SIP, WebRTC, and browser-based voice interactions.
• Knowledge of networks including firewalls, ports, DNS, NAT.
• Experience using debugging tools like Wireshark or browser dev tools.

Responsibilities

• Provide technical support to customers using Hyperconnect with real-time troubleshooting.
• Analyze call quality issues and escalate when needed.
• Investigate device setup issues (browser, OS, microphone, permissions).
• Collaborate with internal teams and third-party providers to triage VOIP bugs.
• Document solutions and contribute to knowledge base.
• Participate in 40-hour weekly shift coverage; weekend rotation.
• Act as SME for Hyperconnect across the support team.
• Identify and propose improvements for reliability and UX.

Skills

Customer service

Sense of urgency

Technical support experience

SIP/WebRTC familiarity

Communication skills

Tools

Browser Dev Tools

Wireshark

VOIP monitoring dashboards

Job description

Zenoti in Bellevue, WA seeks a Technical Support Specialist to deliver top-tier support for the Hyperconnect VOIP solution. You will troubleshoot real-time voice issues, investigate network and browser-based problems, and guide customers through critical voice workflows, ensuring business continuity.

You will collaborate with engineering and product teams, document solutions for the knowledge base, and participate in rotating 40-hour weeks with early-late shifts.