Technical Support Specialist – VoIP/UCaaS Help Desk (Remote)

About the role

We are looking for a Technical Support Specialist to join our remote help‑desk team. You will assist business customers using our CCaaS and UCaaS platforms, handling phone, chat, and email inquiries while troubleshooting complex VoIP and networking issues.

Key responsibilities

• Provide high‑quality, customer‑focused support via phone, email, and chat.
• Diagnose and resolve issues related to SIP signaling, VoIP monitoring, call logs, and SIP/VoIP trunking.
• Document incidents and track progress using internal ticketing tools.
• Escalate and collaborate with Tier II and Advanced Troubleshooting teams on bugs, feature requests, and platform failures.
• Contribute to and improve support documentation and knowledge bases.
• Continuously expand technical knowledge through training and hands‑on experience.

Required profile

• Passion for helping customers and strong communication skills in English.
• Experience in a high‑volume, inbound call‑center or technical support environment.
• Self‑reliant problem‑solver who can replicate bugs before seeking assistance.
• Flexible schedule able to align with EST, PST, AU, or UK time zones.
• Reliable PC/Laptop meeting minimum hardware and internet specifications.

Required skills

• SIP signaling
• VoIP monitoring
• VoIP/SIP trunking
• UCaaS platforms
• CCaaS platforms
• Networking fundamentals
• Technical troubleshooting