Technical Support Specialist - VOIP solutions

We are seeking Technical Support Specialists to provide top‑notch customer support for Zenoti's VOIP solution, Hyperconnect. You will work from our Seattle‑area HQ, interfacing with customers to troubleshoot real‑time communication issues, investigate network and browser‑based problems, and guide customers through critical voice workflows. Your role will directly impact business continuity for clients and ensure the reliability of Hyperconnect during daily operations. This is a high‑visibility role working on a high‑growth product. Key Responsibilities Provide technical support to customers using Hyperconnect, with a focus on real‑time troubleshooting and resolution Analyze call quality issues (packet loss, jitter, latency, dropped calls) and escalate when necessary Investigate end‑user device setup issues (browser, OS, telephone, microphone/speaker, permissions) Collaborate with internal engineering and product teams, and third‑party providers, to escape and triage VOIP‑related bugs or service degradation Document solutions and contribute to the Hyperconnect knowledge base and playbooks Participate in shift coverage. Employees will work 40 hours per week but shift assignments range from 6am-6pm Monday‑Saturday and 7am-5pm Sunday. Weekend assignments will rotate. Act as an internal subject matter expert for Hyperconnect across the broader support team Proactively identify and recommend improvements in product reliability and user experience Will require broader knowledge of the Zenoti platform and participation in non‑VOIP support activities as assigned Qualifications Must‑Have Customer service aptitude Demonstrated sense of urgency Aptitude for technical support, help desk, or NOC role supporting VOIP or real‑time communication solutions Familiarity with SIP, WebRTC, and browser‑based voice interactions Understanding of network concepts: firewalls, ports, packet inspection, DNS, NAT Experience using tools such as Browser Dev Tools, Wireshark, or VOIP monitoring dashboards Clear communication skills, both written and verbal – able to calmly explain complex technical topics Ability to work on‑site in Bellevue, WA in a rotating shift‑based environment Nice‑to‑Have Experience supporting Zenoti or other SaaS business management software Exposure to appointment scheduling, contact center, or front‑desk business processes Experience in the retail or service industry Prior work in a spa, salon, fitness, or wellness business Familiarity with Twilio, Agora, or other CPaaS platforms Basic scripting or familiarity with API interactions a plus Zenoti Pay Range: $45,000 USD - $70,000 USD Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #J-18808-Ljbffr Zenoti