Tier 1 VoIP, Hospitality Support Specialist

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

📋 Description

• Act as the primary point of contact for customers through various channels including phone, email, ticketing system, or chat.

• Professionally and promptly respond to incoming support calls.

• Comply with company Service Level Agreements (SLAs) and response-time standards.

• Monitor systems to detect faults, outages, alarms, errors, and the overall health of customer equipment and infrastructure.

• Remotely troubleshoot VoIP, hospitality, and networking issues.

• Actively listen to customers, comprehend their concerns, and communicate solutions effectively.

• Record customer interactions, troubleshooting steps, and resolutions in detail.

• Escalate complex or critical issues to the Support Team Leader or higher-tier teams as needed.

• Prioritize and triage tickets and incidents based on severity, visibility, operational impact, and customer status.

• Maintain ongoing communication with customers throughout the ticket lifecycle.

• Collaborate with internal teams to enhance support processes and customer experience.

• Keep up-to-date with company products, hospitality technologies, VoIP systems, and industry trends.

• Create and update documentation, knowledge base articles, and Wiki training/reference materials.

• Assist with basic system preparation, provisioning, or configuration tasks.

• Perform additional assigned duties as required.

⛳️ Requirements

• Proficient English communication skills — both written and verbal — are essential.

• A minimum of 2 years of experience in a technical support, help desk, NOC, or customer support role is required.

• Experience in telecommunications, VoIP, networking, or hospitality technology environments is necessary.

• Strong troubleshooting and problem-solving abilities with a keen attention to detail.

• Capability to professionally manage inbound customer calls, support tickets, and technical issues in a fast-paced setting.

• Familiarity with VoIP technologies, SIP, networking fundamentals, and remote troubleshooting techniques.

• Ability to prioritize, triage, and handle multiple tickets and customer requests concurrently.

• Excellent documentation capabilities.

• Ability to perform well under pressure and adjust to changing priorities.

• Candidates must complete the Sangoma FreePBX Essentials course within 5 days of employment as a condition for ongoing employment.

• A degree in Computer Science, Information Technology, Telecommunications, or a related field is preferred but not mandatory.

• Familiarity with FreePBX software applications and VoIP/PBX environments is advantageous.

• Basic understanding of Linux systems and command line utilities.

• Familiarity with Wireshark or other packet capture and troubleshooting tools.

• Basic knowledge of VLANs, DHCP, routing, switching, and firewall fundamentals.

• Strong comprehension of the OSI model and general network communication principles.

• Experience in hospitality technology or hotel support environments is a plus.

• Experience with ticketing systems, monitoring systems, or remote support tools is preferred.

• Network+ and/or Cisco Systems CCNA certifications are highly desirable.

• A professional remote working environment and workstation are required.

• A desktop or laptop capable of running OpenVPN and/or WireGuard, VMware Carbon Black, Hubstaff, Google Chrome, and Sangoma Softphone.

• A high-quality USB headset with a noise-cancelling microphone.

• A quality webcam; camera-on participation is mandatory during meetings.

• A second monitor is preferred.

• A clean, organized, professional, and quiet workspace is essential.

• A reliable desktop or laptop computer; Windows 10 or higher is preferred.

• Minimum 8GB RAM is required.

• A stable fiber internet connection with at least 20Mbps download and 20Mbps upload speeds is mandatory.

• WiFi, mobile hotspots, LTE, or shared wireless connections are not acceptable as primary internet sources.

• A professional appearance and demeanor during meetings and customer interactions are expected.

• Submission of computer specifications and an internet speed test screenshot is required prior to the interview.

• Availability to work staggered shifts in the USA Eastern Standard Time, Monday to Friday, from 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM.

🏝️ Benefits

• Two short 15-minute breaks per shift.

• One lunch break of one hour per shift.

• Remote working arrangement.

• Consistency in scheduling efforts and shift accommodations when possible.