VoIP Support Specialist

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (Onsite)

What is your mission?

We are looking for a skilled VoIP Support Specialist to provide technical support, troubleshooting, configuration, and maintenance for VoIP systems, SIP services, IP phones, and Asterisk-based PBX environments for a growing customer base. The role is responsible for resolving voice service issues, configuring extensions, Direct Inward Dial numbers, and call routing rules, provisioning and troubleshooting Yealink IP phones, and ensuring optimal call performance. You will support customers through email, phone, and ticketing platforms while investigating SIP registration failures, audio issues, call quality concerns, and network-related VoIP connectivity problems. This position also involves documenting solutions, contributing to the internal knowledge base, and escalating advanced technical concerns to senior engineers when necessary. Ideal for professionals seeking to grow their expertise in Voice over Internet Protocol, Unified Communications as a Service, and hosted business telephony technologies.

You will provide the best service to our partner brands by performing these tasks:

• Provide technical support and troubleshooting for Voice over Internet Protocol (VoIP) systems across a growing customer base.
• Configure and maintain extensions, Direct Inward Dial (DID) numbers, and call routing rules.
• Provision, configure, and troubleshoot Yealink IP phones and related devices.
• Deliver basic support for Asterisk-based Private Branch Exchange (PBX) systems.
• Assist customers through email, phone, and ticketing systems.
• Diagnose and resolve Session Initiation Protocol (SIP) registration failures, one-way audio, no audio issues, and call quality concerns.
• Investigate and troubleshoot jitter, latency, packet loss, echo, and dropped calls affecting voice services.
• Resolve basic firewall, Network Address Translation (NAT), and VoIP traffic connectivity issues.
• Document recurring incidents, troubleshooting procedures, and resolutions for the internal knowledge base.
• Escalate complex technical issues to senior engineers as required.

Who are we looking for?

• Bachelor's degree, Associate degree, or equivalent relevant technical education.
• 1-2 years of experience in VoIP Support, Technical Support, Unified Communications, or related telecommunications environments.
• Hands-on experience supporting Voice over Internet Protocol (VoIP) systems and troubleshooting voice service issues.
• Strong understanding of Session Initiation Protocol (SIP) fundamentals, including call establishment, routing, and termination.
• Working knowledge of Internet Protocol addressing, Network Address Translation (NAT), firewalls, Quality of Service (QoS), and network protocols related to VoIP performance.
• Experience provisioning, configuring, and troubleshooting Yealink IP phones or similar devices.
• Exposure to Asterisk-based Private Branch Exchange (PBX) systems.
• Experience with NetSapiens or similar hosted Private Branch Exchange platforms is an advantage.
• Background working with a Voice over Internet Protocol or Unified Communications as a Service (UCaaS) provider is preferred.
• Familiarity with Wireshark, Session Initiation Protocol/Real-time Transport Protocol analysis, or call quality monitoring tools.
• Knowledge of basic scripting using Bash, Python, or similar technologies for troubleshooting and automation is an advantage.
• Experience using ticketing platforms such as Zendesk, Freshdesk, or similar systems.
• Excellent written and verbal English communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage priorities effectively, and handle a technical support queue efficiently.
• Strong problem-solving skills, attention to detail, customer service mindset, and ability to collaborate within a team environment.
• Reliable internet connection and a professional home office setup suitable for voice and video support.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks