Zenoti

Technical Support Specialist - VOIP solutions

Seattle, Washington, United States

Sponsorship not specifiedDetected 44 days ago

Customer SupportDNSWiresharkVoIPCommunication

About the role

Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending.
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.
Your role will directly impact business continuity for clients and ensure the reliability of Hyperconnect during daily operations.

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
Act as an internal subject matter expert for Hyperconnect across the broader support team
Will require broader knowledge of the Zenoti platform and participation in non-VOIP support activities as assigned.

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
Familiarity with Twilio, Agora, or other CPaaS platforms
Basic scripting or familiarity with API interactions a plus
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.

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

Provide technical support to customers using Hyperconnect, with a focus on real-time troubleshooting and resolution
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.

This listing is sourced directly from Zenoti's careers page and normalized into a canonical job model.