VoIP Technical Support Specialist

Overview:We are hiring a VoIP Technical Support Specialist to provide customer support for a VoIP company. This role involves handling support tickets, emails, phone calls, data entry, and troubleshooting for phone systems, internet-related issues, and customer account needs.The ideal candidate has excellent English communication skills, a strong technical background, and experience with VoIP, IT support, computers, or networking.Responsibilities:Respond to customer support tickets, emails, and phone callsTroubleshoot VoIP-related issues, including call quality, connectivity, extensions, IP phones, softphones, and basic setup problemsAssist customers with phone system questions, service issues, and account updatesDocument all customer interactions, troubleshooting steps, and resolutions clearlyEnter and update customer information, ticket notes, service details, and internal recordsEscalate advanced technical issues when neededFollow up with customers to confirm issues are resolvedExplain technical issues clearly to non-technical customersSupport the team with basic IT, computer, and VoIP-related tasksRequirements:Fluent English, both spoken and writtenExperience with VoIP systems, telecom support, IT support, or technical customer supportStrong understanding of computers, internet connectivity, and networkingComfortable speaking with customers by phoneStrong troubleshooting and problem-solving skillsOrganized, detail-oriented, and able to manage multiple support requestsAble to follow processes and document work accuratelyProfessional, reliable, and customer-focusedPreferred Experience:Hosted PBX, SIP, IP phones, softphones, or call routing experienceBasic router, modem, and internet troubleshootingHelp desk, technical support, or telecom support experienceExperience using ticketing systems or CRM toolsWork Schedule:Full-time remote positionMust be available during U.S. business hours 9-5 EST