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Sr. Support Specialist, Phones - Contract

About this Role:

This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call-quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively.

This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.

Fluency in English (both written and spoken) is required for this role. To apply for the this position, please submit your resume in English highlighting your qualifications.

Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.

Tasks:

  • Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss, across 15+ client tickets per day

  • Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, not just individual device settings

  • Remotely diagnose network-level issues at client sites, including router/firewall checks, and guide non-technical client staff through resolution steps via phone or screen share

  • Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts

  • Manage and resolve client-facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout

  • Document recurring technical issues and solutions in the internal knowledge base for team-wide use

Requirements:

  • 2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi-site or enterprise-scale PBX deployments

  • Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and common VoIP failure modes

  • Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis (Wireshark or equivalent)

  • Hands-on experience provisioning and configuring IP phones across multiple hardware vendors

  • Strong written English communication for client-facing correspondence

  • Demonstrated ownership — able to see a complex technical issue through to full resolution without heavy oversight

PetDesk offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, we support more than 10,000 veterinary clinics and over 400 grooming facilities, and serve over 20 million pet parents worldwide.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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What this application asks

lever

Which location are you applying for?, Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Other URL

  • Are you legally authorized to work as an independent contractor in Latin America? yes / no · optional
  • Are you 18 years of age or older? yes / no · optional
  • Please provide your expected gross monthly rate for the role.
  • To be considered for this role, you must submit a resume in English. Is the resume you have attached to your application in English? choose one
  • By answering the questions below, you consent to PetDesk collecting and reviewing your self-reported internet speed, device information, and an accompanying screenshot, solely to confirm your ability to meet the technical requirements of this role. This information is stored as part of your application record, used only for this evaluation, and not used to assess your home, financial situation, or any other characteristic. You may request deletion at any time by contacting [email protected]. yes / no · optional
  • Does your internet connection meet the following minimum? Download: 15 Mbps or higher. Upload: 5 Mbps or higher. (Test at speedtest.net or fast.com before answering.) choose one
  • If your answer to the above question is "No", do you have an upgrade or potential fix scheduled? Tell us more below: written answer · optional
  • Please upload a screenshot of your speed test results. upload
  • What device will you primarily use for this role (make/model, e.g. "2021 MacBook Air" or "Dell laptop, Windows 11")? Please confirm it has a working webcam.
  • Describe your experience administering a PBX system — what platform(s) have you worked with, and what kind of configuration/troubleshooting did you handle? written answer
  • A client reports one-way audio, but only on outbound calls through a specific carrier trunk. Walk through your diagnostic steps. written answer
  • Describe a time you had to remotely troubleshoot a network issue (router, firewall, LAN) with a non-technical client on the other end. How did you guide them? written answer

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