Technical Support Specialist

Broadvoice; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Broadvoice is seeking a Technical Support Specialist with VoIP knowledge to join our customer-facing team. You’ll help business clients by phone, chat, and email, resolving complex issues related to call flow, SIP signaling, and voice service performance.

In this role you’ll research and diagnose problems, document issues, and contribute to knowledge base resources. A strong emphasis on collaboration and continuous learning helps you grow with the company in a remote-first environment.

Qualifications

• Experience in VoIP, telecom, or unified communications preferred.
• Understanding of network fundamentals, router configurations, and basic IT concepts.
• Strong English communication, written and verbal, in live customer interactions.

Responsibilities

• Serve as a Broadvoice brand ambassador delivering exceptional customer support.
• Research, diagnose, and resolve technical issues in SIP signaling and VoIP environments.
• Troubleshoot call failures using logs and diagnostic tools; identify root causes.
• Document and track issues in the internal ticketing system.
• Escalate bugs and document feature requests to improve the product ecosystem.
• Contribute to knowledge base documentation and internal peer enablement.
• Share real-time insights with the team via collaboration tools.
• Grow technical knowledge through training, manuals, and hands-on experience.
• Take on additional duties and special projects as assigned.

Skills

VoIP knowledge

SIP trunking

English communication

Time management

Live chat support

Job description

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 escaliate 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.

Own Your Growth

No cookie‑cutter career paths here. Sharpen your technical edge, step into leadership, or chart a course you haven’t even mapped yet. You’ll get real mentorship, real resources, and the autonomy to own your outcomes.

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?

If you’re a strategic thinker, a collaborative, and have a talent for driving impactful results, we’d love to meet you!