Technical Customer Support II

DEPARTMENT: Technical Support

LOCATION: Remote, in Colombia

REPORTS TO: Manager, Technical Support

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 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 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

WHAT YOU BRING TO THE TEAM:

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)

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. Broadvoice does not sponsor work visas.