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Sr. Support Specialist, Phones - Contract

3 weeks, 5 days ago
Mexico, Argentina, Brazil, Chile, Colombia, El Salvador, Guatemala, Honduras, Uruguay
Contract
Junior
Customer Support
Customer and Technical Support
Wireshark
Apply Now
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised
View All Jobs

Description

  • Diagnose and resolve SIP/VoIP connectivity issues such as NAT traversal, SDP mismatches, one-way audio, and packet loss.
  • Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level.
  • Remotely diagnose client network issues, including router and firewall checks, and guide non-technical staff through resolution steps.
  • Provision and configure IP phones for new and existing client accounts.
  • Manage client-facing tickets daily while maintaining SLA adherence and clear written communication.
  • Document recurring technical issues and solutions in the internal knowledge base.
  • Work through complex technical issues to full resolution with limited oversight.

Requirements

  • 2-4 years of experience in technical VoIP/PBX support, with 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 VoIP failure modes.
  • Working knowledge of networking fundamentals, including subnetting, VLANs, QoS configuration, and packet capture analysis.
  • Hands-on experience provisioning and configuring IP phones across multiple hardware vendors.
  • Strong written English communication for client-facing correspondence.
  • Fluency in English, both written and spoken, is required.
  • Availability aligned with North American business hours, as agreed per engagement.
  • 100% remote and based in Latin America, including Central America.
  • Contractors must provide their own equipment and stable internet connectivity.
  • Experience with Wireshark or equivalent packet capture tools is preferred.

Benefits

  • 100% remote contract position.
  • Work aligned with North American business hours.
  • Opportunity to support a large client base across veterinary clinics and grooming facilities.
  • Role focused on advanced troubleshooting and knowledge-base development.

Interested in this position?

Apply directly on the company website

Apply Now

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