Technical Customer Support II

Summary

Join Broadvoice as a Technical Support Representative 2 and contribute to our growing team. This role involves providing technical support to business customers via phone, chat, and email. You will be a brand ambassador, resolving technical hardware and software issues, documenting details, identifying bugs, and creating knowledge base content. You will also monitor opportunities and enhance your technical knowledge. This remote position is based in Colombia and requires strong English skills and a basic understanding of networking and VoIP technologies.

Requirements

• 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)

Responsibilities

• 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