Technical Support Specialist II

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

📋 Description

• Act as a Broadvoice brand representative by exemplifying our core values and providing outstanding customer support.

• Investigate, diagnose, and resolve technical problems, especially those related to SIP signaling, RTP, and call logs within VoIP/SIP trunking settings.

• Analyze call failures utilizing logs and diagnostic tools; determine root causes for quality or connectivity issues in SIP environments.

• Precisely document and monitor issues using our internal ticketing system.

• Recognize and escalate bugs or defects; document feature requests to enhance our product ecosystem.

• Develop and contribute to knowledge base documentation and assist in enabling peers with current technical information.

• Share real-time insights with your team through collaborative tools such as chat and internal channels.

• Continuously expand your technical knowledge through training, manuals, industry publications, and hands-on experience.

• Undertake additional responsibilities and special projects as assigned.

⛳️ Requirements

• In-depth understanding of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments.

• Proven experience troubleshooting SIP signaling and interpreting call logs, ideally with platforms like Metaswitch.

• Knowledge of network fundamentals, router configurations, and basic IT concepts.

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

• Capability to manage time effectively and maintain attention to detail in a fast-paced support environment.

• Prior experience in a Tier 2 or higher technical support role within a VoIP, telecom, or unified communications context is preferred.

🏝️ Benefits

• Advance Your Career

• Enjoy Flexibility

• Community & Culture

• Make an Impact