Job Overview

Our client is looking for a serious and dedicated Senior Technical Support Specialist with a strong telecommunications (Telco) background to provide technical support to customers using CallerID devices and related services. Although the role is primarily Level 1 technical support, the client specifically requires a senior-level candidate with significant hands-on experience, strong troubleshooting skills, and the ability to independently manage customer technical issues.

 

Schedule Monday - Friday, 08:00 AM - 5:00 PM [EST], with 1 hour unpaid/paid break (40 work hours per week) Fixed Schedule

 

Responsibilities

• Diagnose and resolve inbound technical support inquiries related to CallerID devices, including connectivity, IP configuration, hardware setup, and basic VoIP-related issues
• Provide professional, customer-focused technical support and troubleshoot issues through phone and other support channels
• Use the company's AI-powered knowledge base and 600+ technical support bulletins to efficiently identify solutions
• Complete the internal Tech Academy training program and continuously develop product knowledge
• Document and track support tickets accurately, including troubleshooting steps and resolutions
• Identify recurring technical issues and provide feedback to improve support processes
• Occasionally assist with inbound order entry by accessing and updating customer records
• Escalate complex or unresolved issues to the business owner with clear documentation of troubleshooting steps already completed
• Manage calls and transfers through the Boomia web dashboard

Requirements

• Senior-level professional experience
• Strong telecommunications (Telco) background is a MUST
• Proven experience in technical support, IT helpdesk, or telecommunications support
• Strong Level 1 technical troubleshooting experience
• Solid understanding of networking fundamentals, including IP addresses, modems, cable connections, and VoIP systems
• Strong troubleshooting and problem-solving skills
• Excellent verbal communication and customer service skills
• Ability to quickly learn new products and technical systems
• High attention to detail when documenting support cases
• Able to work independently with minimal supervision
• Proven reliability, professionalism, and long-term commitment
• Stable employment history with demonstrated senior-level experience

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities

When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.