Technical Support Specialist – VoIP & UCaaS
Job Location:
San Jose, CA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
As a Technical Support Specialist at 101VOICE youll be at the front line of our UCaaS platform provisioning and programming VoIP phones troubleshooting customer issues and helping ensure every deployment goes smoothly. Youll work closely with our onboarding engineering and support teams to deliver a great experience for clients from initial setup through ongoing support.
This is a fully remote role based in Mexico and were looking for candidates who are fluent in English (written and verbal) and able to work hours compliant with PST (California).
What Youll Do
- Configure and program VoIP phones (Poly Yealink Cisco and others) for customer deployment
- Troubleshoot customer issues on the 101VOICE UCaaS platform softphones voicemail call flows auto-attendants and more
- Support system setups cutovers number porting and new client onboarding
- Provide tier-1 and tier-2 technical support via phone email and ticketing system
- Monitor system performance and help diagnose issues related to connectivity call quality and configuration
- Document customer interactions configurations and resolutions clearly and consistently
- Train customers on phone usage and portal features
- Partner with NOC and engineering teams on escalations and service improvements
- Maintain and update device firmware templates and configurations
- Travel occasionally to customer sites for large deployments or escalations (if local)
Qualifications :
- 13 years of experience in technical support ideally in VoIP or telecommunications
- Working knowledge of SIP protocols VoIP phone provisioning and hosted PBX systems
- Experience with UCaaS platforms (Broadsoft Metaswitch or similar)
- Solid troubleshooting skills paired with a customer-first mindset
- Understanding of DHCP VLANs NAT/firewall configuration and general networking basics
- Comfort managing multiple tickets and projects in a fast-paced environment
- Strong verbal and written communication skills
- A detail-oriented organized approach with strong documentation habits
Additional Information :
This is a fully remote role based in Mexico and were looking for candidates who are fluent in English (written and verbal) and able to work hours compliant with PST (California).
Remote Work :
No
Employment Type :
Full-time
About Company
IT Management Corporation was established in 2009 as a new generation IT solution provider focusing on sustainability, network conversion, and business alignment. We’re a highly qualified and professional voice and data network consulting and service organization.IT Management Corpora ... View more
