Overview of the Role

We’re looking for a skilled and customer-focused Technical Support Representative to join our Customer Support Team. In this role, you’ll troubleshoot, support, and resolve technical issues related to VoIP systems and voice services. You’ll play a key role in ensuring our hospitality customers experience reliable and seamless communication technology.

What You’ll Do

• Troubleshoot Voiceware and Connectware-based VoIP networks, including physical phones, Voiceware software, configuration changes, and new phone installs/programming
• Support customers using Connectware, Voiceware, Mitel, or Ooma systems at the property or resident level
• Diagnose call quality issues (jitter, latency, packet loss)
• Support SIP trunking, call routing, and dial plans
• Configure and troubleshoot call forwarding, voicemail, IVR, hunt groups, etc.
• Collaborate with engineering or Tier 3 teams for complex problems
• Guide customers through number porting and provisioning processes
• Provide remote support through tools such as TeamViewer or AnyDesk
• Deliver accurate product information and act as a knowledgeable resource for customers
• Identify root causes of technical issues and provide timely, effective resolutions
• Document interactions and resolutions in Salesforce with accuracy and detail
• De-escalate customer concerns with professionalism and empathy
• Collaborate with internal teams to ensure customer needs are met

What You Bring

• Must Haves:
  • 2+ years of recent customer service and/or help desk experience
  • 2 - 5 + years of technical troubleshooting experience
  • Strong knowledge of VoIP systems, networks, or related technologies
  • Excellent communication skills, written, verbal, and interpersonal
  • Ability to multitask, stay calm under pressure, and resolve conflict professionally
  • Strong analytical and decision-making skills
• Nice-to-Have:
  • Voiceware certification
  • Connectware certification
  • CompTIA Network +
  • Familiarity with networking and provisioning
  • 2 + years of experience in telecommunications
  • Experience with Winbox, Mikrotik, Grandstream, Asterisk, and/or Phybridge
  • Knowledge of phone blocks and general telephony infrastructure

Why You’ll Love It Here

• Brand-new office in Midvale, stocked kitchen, onsite gym & Peloton
• Wellness perks, including an on-site masseuse and mental health support
• Robust benefits package: medical, dental, vision, pet insurance, 401(k) match
• Ongoing technical training and professional development
• A culture that values innovation, growth, and having fun while doing it

Who We Are

We’re revolutionizing hospitality tech—offering everything from DIRECTV and Wi-Fi to video surveillance and energy management. Named a Top Workplace and one of the Fastest Growing Companies in Utah, we’re proud of our people-first culture and commitment to innovation. If you're ready to grow your career in a company that values excellence, join us in shaping the future of hospitality technology.