About this Role:
This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call-quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively.
This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.
Fluency in English (both written and spoken) is required for this role.
Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.
Tasks:
- Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss, across 15+ client tickets per day

- Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, not just individual device settings
- Remotely diagnose network-level issues at client sites, including router/firewall checks, and guide non-technical client staff through resolution steps via phone or screen share
- Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts
- Manage and resolve client-facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout
- Document recurring technical issues and solutions in the internal knowledge base for team-wide use

Requirements:
- 2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi-site or enterprise-scale PBX deployments
- Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and common

Sr. Support Specialist, Phones

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Agente di Commercio Monomandatario - Settore Alime

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