VoIP Support Engineer – SIP Trunking & Call Quality

Broadvoice; United States; À distance; USD 45 000 - 65 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

VoIP knowledge

SIP trunking

English communication

Time management

Live chat support

Description du poste

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.