Sr. Support Specialist, Phones - Contract

About this Role: This contractor will join the Phones Support team to handle complex technical issues related to VoIP, SIP, and PBX systems for multi-site clients. The role exists to strengthen the team’s capacity on advanced troubleshooting, reduce escalation volume, and improve first-contact resolution on network and call-quality problems. The contractor will work tickets daily, support remote diagnostics, and help document solutions so the wider team can scale more effectively. This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement. Fluency in English (both written and spoken) is required for this role. To apply for the this position, please submit your resume in English highlighting your qualifications. Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations. Tasks: Diagnose and resolve SIP/VoIP connectivity issues, including NAT traversal, SDP mismatches, one-way audio, and packet loss, across 15+ client tickets per day Administer and troubleshoot PBX systems at the call-flow and trunk-configuration level, not just individual device settings Remotely diagnose network-level issues at client sites, including router/firewall checks, and guide non-technical client staff through resolution steps via phone or screen share Provision and configure IP phones (Yealink, Grandstream, Polycom-class devices) for new and existing client accounts Manage and resolve client-facing tickets in the ticketing system daily, maintaining SLA adherence and clear written communication throughout Document recurring technical issues and solutions in the internal knowledge base for team-wide use Requirements: 2-4 years of experience in technical VoIP/PBX support, with demonstrated experience on multi-site or enterprise-scale PBX deployments Solid working knowledge of SIP protocol, RTP/RTCP, PBX call routing/configuration, codec-related call quality issues, and common VoIP failure modes Working knowledge of networking fundamentals: subnetting/VLANs, QoS configuration, and packet capture analysis (Wireshark or equivalent) Hands-on experience provisioning and configuring IP phones across multiple hardware vendors Strong written English communication for client-facing correspondence Demonstrated ownership — able to see a complex technical issue through to full resolution without heavy oversight PetDesk offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, we support more than 10,000 veterinary clinics and over 400 grooming facilities, and serve over 20 million pet parents worldwide. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.