Technical Support Specialist - VOIP solutions
Zenoti is seeking a Technical Support Specialist to provide exceptional customer support for its VOIP solution, Hyperconnect. This role is based at Zenoti's Seattle-area headquarters and involves working closely with customers to troubleshoot real-time communication issues, investigate network and browser-based problems, and guide users through critical voice workflows. The position is integral to ensuring business continuity for clients and maintaining the reliability of Hyperconnect during daily operations.
Key responsibilities include providing technical support to customers using Hyperconnect, focusing on real-time troubleshooting and resolution. The specialist will analyze call quality issues such as packet loss, jitter, latency, and dropped calls, escalating when necessary. Additionally, the role involves investigating end-user device setup issues, collaborating with internal engineering and product teams, and third-party providers to escalate and triage VOIP-related bugs or service degradation. Documenting solutions and contributing to the Hyperconnect knowledge base and playbooks are also essential duties. Participation in shift coverage is required, with employees working 40 hours per week on rotating shifts ranging from 6 am to 6 pm Monday-Saturday and 7 am to 5 pm Sunday, including rotating weekend assignments.
The ideal candidate will possess a strong customer service aptitude and a demonstrated sense of urgency. They should have experience in technical support, help desk, or NOC roles supporting VOIP or real-time communication solutions. Familiarity with SIP, WebRTC, and browser-based voice interactions is essential, along with an understanding of network concepts such as firewalls, ports, packet inspection, DNS, and NAT. Proficiency with tools like Browser Dev Tools, Wireshark, or VOIP monitoring dashboards is required. Clear communication skills, both written and verbal, are necessary to explain complex technical topics calmly. The ability to work on-site in Bellevue, WA, in a rotating shift-based environment is also required.
Preferred qualifications include experience supporting Zenoti or other SaaS business management software, exposure to appointment scheduling, contact center, or front-desk business processes, and experience in the retail or service industry. Prior work in a spa, salon, fitness, or wellness business is advantageous. Familiarity with Twilio, Agora, or other CPaaS platforms, as well as basic scripting or familiarity with API interactions, is a plus.
Zenoti offers a competitive salary range of $55,000 to $60,000 USD for this position. The company provides equal employment opportunities to all employees and applicants, prohibiting 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.