VoIP B2B Support
The Role:
We're looking for an experienced, technically sharp VoIP support agent to join our team remotely. You'll be the go-to person for troubleshooting, provisioning, and keeping our customers' phone systems running smoothly.
What You'll Do
Troubleshoot call quality issues (jitter, latency, packet loss), registration failures, and onetway/no-audio scenarios
Provision and configure SIP endpoints, desk phones, softphones, and ATAs
Manage PBX configurations including call routing, auto attendants, ring groups, and IVRs
Handle number porting, CNAM/caller ID issues, and carrier-level escalations
Work with customers directly to diagnose network and firewall-related VoIP problems
Document issues and resolutions in our ticketing system
What We're Looking For:
3+ years of hands-on VoIP/UCaaS support experience (not optional)
Strong understanding of SIP, RTP, ocodecs, oand oVoIP oprotocols
Experience with hosted PBX platforms (familiarity with obroadsoft-based oplatforms oa oplus)
Comfortable reading SIP traces, packet captures, and call oflow odiagrams
Working knowledge of networking fundamentals: DNS, DHCP, NAT, firewalls, VLANs, QoS
Familiarity with carrier/wholesale voice operations and number porting processes
Self-motivated — you can work independently without constant oversight
Nice to Have:
Familiarity with CRM/ticketing tools (Zendesk)
Bilingual (English/Spanish) is a plus given our South Florida customer base
Location: Remote - Anywhere
Skills required for this job:
- DHCP
- DNS
- Firewall
- Network troubleshooting
- Quality of service
- Session Initiation Protocol (SIP)
- Telecommunications support
- Ticketing tools
- UCaaS
- VLANs
- VoIP