Broadvoice

Technical Support Specialist

Broadvoice

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇴 Colombia

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Job Level

Mid-LevelSenior

Tech Stack

VoIP

About the role

  • 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

Requirements

  • Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal)
  • Demonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like Metaswitch
  • 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 in a Tier 2 or higher technical support role in a VoIP, telecom, or unified communications setting is preferred
Benefits
  • Grow Your Career
  • Enjoy Flexibility
  • Community & Culture
  • Make an Impact

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
VoIP technologiesSIPRTPNAT traversaltroubleshootingcall logsnetwork fundamentalsrouter configurationstechnical supportMetaswitch
Soft skills
customer supportcommunication skillstime managementdetail-orientedcollaborationproblem-solvingdocumentationtrainingadaptabilityteamwork