Technical Support Specialist

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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

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