Technical Support Specialist

The Role: We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team and provide exceptional assistance to our customers regarding technical inquiries related to our platform. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service. Key Responsibilities: • Deliver accurate and prompt handling of customer support requests via phone, email, chat, and remote session • Troubleshoot, investigate, and resolve issues, and engage with product and development teams to solve more complex issues • Maintain comprehensive knowledge of the Telzio platform and help customers navigate and utilize all the various features • Prioritize and manage ticket lifecycle to ensure timely resolution and communication with customers • Translate technical-speak and troubleshooting steps for business users, and communicate thoughtful, customized solutions • Take on ad hoc projects and responsibilities including but not limited to testing new features, documenting issues and guides, and submitting feedback through appropriate channels Requirements: • 2-3 years of experience in a similar role • Knowledgeable in device and network troubleshooting • Experience working on both MacOS, Windows OS, iOS and Android OS • Excellent troubleshooter and problem-solver • Ability to identify patterns or issues, capture details of an outage or degraded services • Basic understanding of networking protocols such as TCP/IP, UDP, RTC • Understanding of networking industry best practices • Ability to create accurate documentation for internal and external company use • Ability to work 5AM to 2PM PST • Strong understanding of VoIP systems, network configurations, and the ability to diagnose and troubleshoot issues related to call quality, connectivity, and network settings using packet capture tools • Understand common networking issues such as double NAT, firewall misconfigurations, and connectivity problems • Can demonstrate technical knowledge or equivalent experience in CompTIA Network + Bonus (but not required): • CompTIA Network+ or similar certification • 10 DLC SMS regulation experience