Zenoti

Technical Support Specialist - VOIP solutions

Seattle, Washington, United States. Posted 5 months ago

The role

You will provide real-time technical support for Zenoti's VOIP solution, Hyperconnect. You will troubleshoot call quality, network and browser problems, and guide customers through critical voice workflows.

What you will do

  • Provide technical support to customers using Hyperconnect, focused on real-time troubleshooting and resolution
  • Analyze call quality issues such as packet loss, jitter, latency and dropped calls, and escalate when needed
  • Investigate end-user device setup issues: browser, OS, telephone, microphone/speaker and permissions
  • Work with internal engineering, product teams and third-party providers to escalate and triage VOIP bugs or service degradation
  • Document solutions and contribute to the Hyperconnect knowledge base and playbooks
  • Participate in shift coverage
  • Act as an internal subject matter expert for Hyperconnect across the support team
  • Proactively recommend improvements in product reliability and user experience
  • Build broader knowledge of the Zenoti platform and take part in non-VOIP support activities as assigned

Required qualifications

  • 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 Browser Dev Tools, Wireshark, or VOIP monitoring dashboards
  • Clear written and verbal communication skills, 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

Before you apply

  • Must be able to work on-site in Bellevue, WA on rotating shifts

About the company

Zenoti provides an all-in-one, cloud-based software platform for the beauty and wellness industry. It serves more than 30,000 salons, spas, medspas and fitness studios in over 50 countries.

Technical Support Specialist - VOIP solutions at Zenoti | JobZoey