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 escalate 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