Tier 1 VoIP, Hospitality Support Specialist

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

📋 Description

• Act as the primary contact for customers seeking technical support through phone, email, ticketing systems, or chat.

• Respond to incoming support calls in a professional, prompt, and customer-oriented manner.

• Comply with company service level agreements (SLAs) and response time expectations for incoming support requests.

• Monitor systems for faults, outages, alarms, errors, and the overall health of customer equipment, core infrastructure, and ancillary services.

• Remotely troubleshoot technical issues related to VoIP, hospitality, and networking.

• Provide outstanding customer service by actively listening to customers, understanding their concerns, and clearly communicating solutions in a professional manner.

• Record all customer interactions, troubleshooting processes, and resolutions in a clear, detailed, and organized fashion.

• Escalate complex or critical issues to the Support Team Leader or higher-tier support teams while ensuring accurate and timely handoffs.

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

• Maintain communication with customers throughout the entire lifecycle of a ticket or issue.

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

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

• Create and maintain documentation, knowledge base articles, and Wiki-based training/reference materials.

• Assist with basic system setup, provisioning, or configuration tasks as required.

• Carry out other duties and responsibilities as assigned occasionally.

⛳️ Requirements

• Excellent 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 great attention to detail.

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

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

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

• Exceptional documentation skills to clearly outline troubleshooting steps, resolutions, and customer interactions.

• Capacity to work under pressure and adapt to changing priorities in a dynamic support environment.

• Patience, empathy, professionalism, and the ability to maintain composure during challenging customer interactions.

• Strong sense of accountability, ownership, integrity, and reliability.

• Ability to work independently with minimal supervision while also effectively collaborating as part of a team.

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

• Basic understanding of Linux systems and Linux command line utilities.

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

• Basic understanding of networking concepts such as VLANs, DHCP, routing, switching, and firewall fundamentals.

• Strong understanding of the OSI (Open Systems Interconnection) model and general network communication principles.

• Experience in hospitality technology or hotel support environments.

• Familiarity with using ticketing systems, monitoring systems, or remote support tools.

• Network+ and/or Cisco Systems CCNA certifications are highly desirable; candidates with valid certifications will receive priority consideration.

🏝️ Benefits

• Opportunity for professional growth and development.

• Supportive and collaborative team environment.

• Comprehensive health and wellness benefits.

• Flexible work hours to promote work-life balance.