Technical Support Specialist

Join to apply for the Technical Support Specialist role at Broadvoice Position Summary Broadvoice is looking for a Technical Support Representative 2 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-Day 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 What You Bring to the Team 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 Why Broadvoice We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most. Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions. If this position requires travel, you may be required to pass a drug screen. Seniority level Associate Employment type Full-time Job function Information Technology and Customer Service Industries Software Development, IT System Training and Support, and Telecommunications #J-18808-Ljbffr