Support Specialist (VOIP)

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

TBD

: DATE UPDATED

Aug 21, 2026

JOB OVERVIEW

Description
We’re looking for a Support Specialist to join a growing SaaS team and provide reliable, high-quality support to customers using our software platform.

In this role, you’ll be the first point of contact for customers who need help with product features, account questions, technical issues, and troubleshooting. You’ll investigate problems, communicate solutions clearly, and work closely with internal teams when an issue requires escalation.

This is a customer-facing role for someone who is technically comfortable, highly organized, and genuinely enjoys helping people solve problems.

Key Responsibilities
Respond to customer questions and support requests through email, chat, phone, or other support channels
Troubleshoot product and technical issues and guide customers through solutions
Investigate issues by gathering relevant information, reproducing problems, and identifying possible causes
Provide clear, accurate, and easy-to-follow instructions to customers
Assist customers with product features, account settings, configurations, and general product usage
Document customer interactions, troubleshooting steps, and resolutions accurately in the support system
Escalate complex or unresolved technical issues to the appropriate internal teams
Follow up with customers to ensure issues have been properly resolved
Identify recurring customer issues and communicate trends or product feedback to internal teams
Work closely with Product, Engineering, Customer Success, and other teams when necessary
Stay up to date with product updates, new features, and internal support documentation
Contribute to improving support processes, knowledge base articles, and customer-facing resources
Requirements
2+ years of experience in customer support, technical support, SaaS support, or a similar customer-facing role
Experience supporting customers using web-based software or SaaS products
Strong troubleshooting and problem-solving skills
Comfortable investigating technical issues and learning new software quickly
Excellent written and verbal English communication skills
Able to explain technical concepts in a simple and customer-friendly way
Strong attention to detail and ability to manage multiple support requests
Customer-focused, patient, and professional, especially when handling frustrated customers
Comfortable working independently in a remote environment
Strong documentation and organizational skills
Willingness to collaborate with technical and non-technical teams
Nice to Have
Experience supporting B2B SaaS products
Experience with help desk or ticketing platforms
Familiarity with CRM, customer engagement, scheduling, communications, or business management software
Experience troubleshooting integrations or third-party software
Basic understanding of APIs, web applications, or system integrations
Experience working with U.S.-based customers
Experience in a fast-paced technology or software company
What Success Looks Like
Customer issues are resolved accurately and efficiently
Customers receive clear, professional, and empathetic support
Support tickets are properly documented and followed through to resolution
Complex issues are escalated with the right information and context
Recurring problems are identified and communicated to the appropriate teams
You continuously build your product knowledge and become a reliable resource for customers and teammates

Please free to send your resume to ----------

SKILL REQUIREMENT

Technical Support Network Troubleshooting

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Support Specialist (VOIP)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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