remote
Technical Support Specialist II - broadvoice
Software Engineer
Seeking a Technical Support Specialist II to provide expert technical assistance and resolve customer issues. This remote role requires strong troubleshooting skills and experience with VoIP and networking technologies.
About the role
Key Responsibilities
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex technical issues related to VoIP, networking, and software.
- Document all support interactions and resolutions in the ticketing system.
- Collaborate with engineering teams to identify and escalate product bugs or issues.
- Develop and maintain technical knowledge base articles for internal and external use.
- Ensure high levels of customer satisfaction through efficient and effective problem-solving.
Requirements
- Proven experience in a technical support role, preferably at a Specialist II level.
- Strong understanding of VoIP technologies, networking protocols (TCP/IP, DNS, DHCP), and common hardware.
- Proficiency in using ticketing systems and remote support tools.
- Excellent problem-solving, analytical, and communication skills.
- Ability to work independently and manage multiple priorities in a remote environment.