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 adecuado 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

📌 Technical Support Specialist (México)
🏢 Nir-yu
📍 México