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 idóneo 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

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📌 Technical Support Specialist (Heroica Puebla de Zaragoza)
🏢 Nir-yu
📍 Heroica Puebla de Zaragoza