VoIP Technical Support Specialist

Overview:
We are hiring a VoIP Technical Support Specialist to provide customer support for a VoIP company. This role involves handling support tickets, emails, phone calls, data entry, and basic troubleshooting for phone systems, internet-related issues, and customer account needs.

The ideal candidate has excellent English communication skills, a strong technical background, and experience with VoIP, IT support, computers, or networking.

Responsibilities:

• Respond to customer support tickets, emails, and phone calls

• Troubleshoot VoIP-related issues, including call quality, connectivity, extensions, IP phones, softphones, and basic setup problems

• Assist customers with phone system questions, service issues, and account updates

• Document all customer interactions, troubleshooting steps, and resolutions clearly

• Enter and update customer information, ticket notes, service details, and internal records

• Escalate advanced technical issues when needed

• Follow up with customers to confirm issues are resolved

• Explain technical issues clearly to non-technical customers

• Support the team with basic IT, computer, and VoIP-related tasks

Requirements:

• Fluent English, both spoken and written

• Experience with VoIP systems, telecom support, IT support, or technical customer support

• Strong understanding of computers, internet connectivity, and networking

• Comfortable speaking with customers by phone

• Strong troubleshooting and problem-solving skills

• Organized, detail-oriented, and able to manage multiple support requests

• Able to follow processes and document work accurately

• Professional, reliable, and customer-focused

Preferred Experience:

• Hosted PBX, SIP, IP phones, softphones, or call routing experience

• Basic router, modem, and internet troubleshooting

• Help desk, technical support, or telecom support experience

• Experience using ticketing systems or CRM tools

Work Schedule:
Full-time remote position
Must be available during U.S. business hours 9-5 EST