Technical Support Specialist

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

📋 Description

• Provide timely and accurate assistance for customer support inquiries through phone, email, chat, and remote sessions.

• Diagnose, investigate, and resolve issues while collaborating with product and development teams to address more complex challenges.

• Maintain an in-depth understanding of the Telzio platform to assist customers in navigating and utilizing its diverse features.

• Prioritize and oversee the ticket lifecycle to ensure prompt resolution and effective communication with customers.

• Simplify technical terms and troubleshooting procedures for business users, delivering thoughtful and tailored solutions.

• Undertake additional projects and responsibilities, such as testing new features, documenting issues and guides, and providing feedback through proper channels.

⛳️ Requirements

• 2-3 years of experience in a comparable role.

• Proficient in device and network troubleshooting.

• Familiarity with both MacOS, Windows OS, iOS, and Android OS.

• Exceptional troubleshooting and problem-solving skills.

• Ability to recognize patterns or issues and accurately report details of service outages or degradation.

• Basic knowledge of networking protocols such as TCP/IP, UDP, and RTC.

• Understanding of industry best practices in networking.

• Capability to create precise documentation for both internal and external use.

• Availability to work from 5AM to 2PM PST.

• Strong grasp of VoIP systems, network configurations, and the capacity to diagnose and resolve issues related to call quality, connectivity, and network settings using packet capture tools.

• Familiarity with common networking issues such as double NAT, firewall misconfigurations, and connectivity challenges.

• Ability to demonstrate technical expertise or equivalent experience in CompTIA Network +.

• Possession of CompTIA Network+ or similar certification is advantageous but not mandatory.

• Experience with 10 DLC SMS regulations.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work opportunities.

• Professional development and training programs.

• Collaborative and innovative work environment.

• Competitive salary and performance-based incentives.