Technical Support Specialist II

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Broadvoice

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2020-12

Telecommunications • B2B • SaaS

Broadvoice is a rapidly growing company focused on cloud-based communication solutions, aiming to enhance meaningful connections between individuals. Offering a comprehensive suite of products including business phone systems, video and collaboration tools, SIP trunking, and contact center solutions, Broadvoice supports businesses in improving customer and employee experiences. They provide services across various industries such as healthcare, retail, education, government, and financial services. With a commitment to security and customer satisfaction, Broadvoice delivers scalable and cost-effective communication platforms like UCaaS and CCaaS to improve business operations and customer interactions.

📋 Description

• 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) and experience in SIP trunking environments • 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