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Technical Customer Support II

Technical Support Representative 2 with VoIP knowledge needed.
Broadvoice
Remote
Colombia
Undisclosed salary
Job Description
Broadvoice is seeking a Technical Support Representative 2 to join their team. This role is remote and based in Colombia. The ideal candidate will have strong VoIP knowledge and SIP trunking troubleshooting experience. They will work directly with business clients to resolve complex issues related to call flow, SIP signaling, and voice service performance.
  • Research, diagnose, and resolve technical issues
  • Troubleshoot call failures using logs and diagnostic tools
  • Accurately document and track issues using an internal ticketing system
  • Identify and escalate bugs or defects
  • Create and contribute to knowledge base documentation
  • Communicate real-time insights with the team
  • Actively grow technical knowledge
  • Strong knowledge of VoIP technologies (SIP, RTP, NAT traversal)
  • Experience in SIP trunking environments
  • Experience troubleshooting SIP signaling and interpreting call logs
  • Understanding of network fundamentals, router configurations, and basic IT concepts
  • Strong English communication skills
  • Ability to manage time effectively and stay detail-oriented
  • Previous experience in a Tier 2 or higher technical support role is preferred
  • Opportunity to work with a growing cloud communication company
  • Be part of a passionate team
  • Make a meaningful impact in a customer-focused environment
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Broadvoice

Broadvoice is a global cloud communications company that unifies communication channels for businesses. With offices in the United States, Latin America, and Europe, Broadvoice delivers tailored solutions designed to enhance team connectivity and customer engagement. The company's platforms facilitate interaction, collaboration, and idea sharing, fostering meaningful human connections. Broadvoice emphasizes a supportive and inclusive work environment, promoting diversity, equity, and inclusion through various initiatives. Broadvoice offers services like Contact Center as a Service (CCaaS) solutions.

All Jobs at Broadvoice (9)