Technical Support Specialist

Technical Support Specialist - VOIP solutions Seattle, Washington, United States 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 elevate when needed. Collaborate with internal engineering, product teams, and third‑party providers to triage and resolve VOIP‑related bugs or service degradation. Document solutions and contribute to the Hyperconnect knowledge base and playbooks. Participate in shift coverage; employees work 40 hours per week with shifting assignments from 6am‑6pm Monday‑Saturday and 7am‑5pm Sunday, rotating weekend assignments. Act as an internal subject matter expert for Hyperconnect across the support team. Proactively identify and recommend improvements in product reliability and user experience. Acquire broader knowledge of the Zenoti platform and participate 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. Understanding of network concepts: firewalls, ports, packet inspection, DNS, NAT. 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. $45,000 - $70,000 USD Equal Employment Opportunity Statement 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