Technical Support Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver technical customer assistance through phone, chat, and email.

• Investigate, diagnose, and resolve issues related to SIP signaling, RTP, call logs, VoIP, and SIP trunking.

• Analyze call failures by utilizing logs and diagnostic tools.

• Determine root causes of call quality and connectivity problems.

• Record and monitor issues in the internal ticketing system.

• Escalate bugs and defects while documenting feature requests.

• Create and update knowledge base documentation.

• Aid peer development with current technical information.

• Share real-time insights via team chat and internal collaboration platforms.

• Enhance technical expertise through training, manuals, industry publications, and practical experience.

• Undertake additional responsibilities and special projects as assigned.

⛳️ Requirements

• Proficient knowledge of VoIP.

• Experience in troubleshooting SIP trunking.

• Understanding of networking fundamentals.

• Knowledge of router configuration.

• Basic IT knowledge.

• Excellent English communication skills, both written and verbal, as well as during live customer interactions.

• Ability to effectively manage time.

• Detail-oriented in a fast-paced support setting.

• Previous technical support experience in a contact center environment, particularly in VoIP, telecom, or unified communications, is preferred.

🏝️ Benefits

• Remote-first work arrangement.

• Mentorship and tangible resources for career advancement.

• Autonomy to take ownership of outcomes.

• A diverse and inclusive culture.

• A supportive team environment.

• Training and opportunities to enhance technical skills.