VoIP Customer Service & Technical Support Specialist

Job Title: VoIP Customer Service & Technical Support Specialist

Job Overview

We are looking for a knowledgeable and customer-focused VoIP Customer Service & Technical Support Specialist to support clients using VoIP systems. The ideal candidate has hands-on experience with FusionPBX, VitalPBX, and OpenSIPS, and can confidently assist customers with troubleshooting, configuration, and general technical inquiries.

This role requires strong communication skills, technical expertise in VoIP systems, and the ability to resolve issues efficiently while delivering excellent customer service.

Key Responsibilities

• Provide customer support via phone, email, and chat for VoIP-related inquiries
• Troubleshoot VoIP issues including call quality, SIP registration, routing, and connectivity
• Configure and maintain PBX systems (FusionPBX, VitalPBX)
• Support and manage OpenSIPS configurations and routing
• Assist customers with system setup, extensions, trunks, DID numbers, and call flows
• Diagnose network-related issues (NAT, firewall, ports, QoS)
• Escalate complex technical issues when necessary
• Document support tickets and maintain accurate records
• Guide customers through technical processes in a clear and professional manner

Requirements

• Proven experience in the VoIP industry
• Hands-on experience with FusionPBX, VitalPBX, OpenSIPS
• Strong understanding of SIP protocol, VoIP routing and call flows, PBX systems, Networking fundamentals (TCP/IP, DNS, NAT, firewalls)
• Experience troubleshooting call quality issues (latency, jitter, packet loss)
• Excellent English communication skills (written and verbal)
• Strong problem-solving abilities