Phone Support Specialist
New
P
PetDeskVoIP telecom
Based in Latin America (including Central America), 12pm - 8 pm Eastern Time, Tuesday - Saturday; availability aligned to North American business hoursContractJunior
Salary1,916 USD per month
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Job Details
- Languages
- Fluency in English (both written and spoken) is required for this role.
- Experience
- At least 2 years of technical or customer support experience, ideally in VoIP, telecom or SaaS.
- Required Skills
- ZendeskCustomer support
Requirements
- Fluent spoken and written English.
- At least 2 years of technical or customer support experience; VoIP, telecom, or SaaS experience is preferred.
- Working knowledge of VoIP and SIP basics.
- Working knowledge of IP phones and basic networking, including DHCP, DNS, switches, and PoE.
- Experience with a ticketing system such as Zendesk.
- Strong customer service and conflict resolution skills, with empathy toward busy clinic staff.
- Ability to multitask across live calls, chats, and tickets, prioritize urgent issues, and manage time well.
- Availability Tuesday to Saturday during North American business hours.
- Provide personal equipment, including a laptop, monitors, keyboard, and mouse, along with stable internet connectivity and a dedicated workstation.
Responsibilities
- Answer inbound support calls and work email tickets each shift, meeting first-reply and resolution targets.
- Make PBX system changes, including extensions, call routes, business hours, IVRs, ring groups, and voicemail.
- Troubleshoot IP phone and hardware issues, including reboots, factory resets, provisioning, and network checks.
- Run remote diagnostics on call quality, registration, and routing.
- Escalate issues to engineering or the carrier with clear notes when needed.
- Set up and support system integrations for customers.
- Write internal notes on every ticket and follow up until the issue is resolved.
- Identify recurring issues and report trends to the team lead.
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