customer support
Posted Jun 8Technical Support Specialist - VOIP solutions
at Zenoti
Seattle, United StatesOn-site
Responsibilities
- 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 escalate and triage VOIP-related bugs or service degradation
- Document solutions and contribute to the Hyperconnect knowledge base and playbooks
- Proactively identify and recommend improvements in product reliability and user experience
Requirements
- We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.
- We are seeking Technical Support Specialists to provide top-notch customer support for Zenoti's VOIP solution, Hyperconnect.
- Will require broader knowledge of the Zenoti platform and participation in non-VOIP support activities as assigned.
- Qualifications Must-Have:
- 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
- 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
- Experience in the retail or service industry
- Familiarity with Twilio, Agora, or other CPaaS platforms
- Basic scripting or familiarity with API interactions a plus Zenoti Pay Range $45,000 — $70,000 USD
Benefits
- 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.
Contact
- To learn more about Zenoti visit: https://www.zenoti.com
Additional details
- Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more.
- Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending.
- Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
- Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries.
- This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
- Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™.
- 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