Technical Support Specialist

POSITION SUMMARY:Broadvoice is looking for a Technical Support Representative to join our growing team. In this dynamic role, you will provide technical support to US -based business customers via phone, chat and email. If you are passionate about solving problems and want to make an immediate impact on the customer experience, we want to talk to you!
YOUR DAY-TO-DAYServe as a Broadvoice brand ambassador by embodying our core values and delivering exceptional customer supportResearch, diagnose, and resolve technical issues—particularly those involving SIP signaling, RTP, and call logs in VoIP/SIP trunking environmentsTroubleshoot call failures using logs and diagnostic tools; identify root causes for quality or connectivity issues in SIP environmentsAccurately document and track issues using our internal ticketing systemIdentify and escalate bugs or defects; document feature requests to help improve our product ecosystemCreate and contribute to knowledge base documentation and support the enablement of peers with up-to-date technical infoCommunicate real-time insights with your team through collaboration tools like chat and internal channelsActively grow your technical knowledge with training, manuals, industry publications, and hands-on experienceTake on additional duties and special projects as assigned
WHAT YOU BRING TO THE TEAMKnowledge of VoIP technologies (SIP, RTP, NAT traversal) and experience in SIP trunking environments preferredDemonstrated experience troubleshooting SIP signaling and interpreting call logs, preferably with platforms like MetaswitchUnderstanding of network fundamentals, router configurations, and basic IT conceptsStrong English communication skills—written, verbal, and in live customer interactionsAbility to manage time effectively and stay detail-oriented in a fast-paced support environmentPrevious experience in s technical support role in a VoIP, telecom, or unified communications setting is preferred
WHY BROADVOICEGrow Your CareerWhether you're interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.Enjoy FlexibilityWe know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.Community & CultureBe part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.Make an ImpactWith us, your ideas are heard, and your work is meaningful. As a member of our team, you'll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice's future.
Are you ready to join a passionate and talented team to build the future of Broadvoice?
If you're a strategic thinker, a collaborator, and have a talent for driving impactful results, we'd love to meet you! Apply now to become part of a forward-thinking company that's growing and empowering its people across all roles and departments.