Join our growing team as a Technical Support Representative 2 and provide technical support to business customers via phone, chat, and email.

Strong English language skills
Basic understanding of networking, IT, internet and computer concepts/technology
An understanding of VoIP technologies (SIP, RTP, NAT traversal) and experience as a VoIP or Tier 2+ support representative
Knowledge of router configurations
Experience with Metaswitch and interpreting SIP signaling
Exceptional verbal and written communication skills with a strong phone presence
Strong self-management skills (prioritization, attention to detail, follow-through)

Serve as a brand ambassador for Broadvoice by knowing our products in and out, living our core values, and delivering a positive customer experience
Research, diagnose, and resolve technical hardware and software issues using available tools and resources
Accurately process and document issue details using a computer and designated ticket tracking software
Identify and report bugs and defects, and document feature requests that will enhance products
Produce knowledge base content and support team leads in disseminating information across the team
Monitor and inform team of opportunities via chat
Increase personal technical knowledge by reading trade publications, training manuals and diagnostics information and completing courses, when possible
Perform other job-related duties and projects as assigned

Technical Customer Support II

Broadvoice