[Hiring] Technical Support Specialist @Broadvoice

Role Description

Broadvoice is seeking a Technical Support Specialist with VoIP knowledge and SIP trunking troubleshooting experience to join our growing team. In this technical, customer-facing role, you’ll work directly with business clients via phone, chat, and email to resolve complex issues—particularly those related to call flow, SIP signaling, and voice service performance. If you’re passionate about problem-solving and want to make a meaningful impact in a fast-paced, customer-focused environment, we want to hear from you.

Key Responsibilities

• Serve as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer support.
• Research, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environments.
• Troubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environments.
• Accurately document and track issues using our internal ticketing system.
• Identify and escalate bugs or defects; document feature requests to help improve our product ecosystem.
• Create and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical info.
• Communicate real-time insights with your team through collaboration tools like chat and internal channels.
• Actively grow your technical knowledge with training, manuals, industry publications, and hands-on experience.
• Take on additional duties and special projects as assigned.

Qualifications

• Understanding of network fundamentals, router configurations, and basic IT concepts.
• Strong English communication skills—written, verbal, and in live customer interactions.
• Ability to manage time effectively and stay detail-oriented in a fast-paced support environment.
• Previous experience working in a contact center environment in a technical support role in a VoIP, telecom, or unified communications setting is preferred.

Benefits

• Own Your Growth: No cookie-cutter career paths here. Sharpen your technical edge, step into leadership, or chart a course you haven't even mapped yet. You'll get real mentorship, real resources, and the autonomy to own your outcomes.
• Work on Your Terms: Remote-first isn't a perk we bolted on, it's how we operate. We trust you to deliver, wherever you do your best work.
• A Team Built Different: Diverse. Inclusive. Real. This is a culture that invests in people, not just performance metrics. You'll be surrounded by people who've got your back and push you to do better work.
• Impact You Can Point To: Your ideas won't get lost in the shuffle. You'll have the backing of a product that competes well, and a direct hand in transforming Broadvoice into a CX powerhouse in the channel.