Phone Support Specialist (Contract, Remote)

About the role

PetDesk is looking for a contract Phone Support Specialist to give remote technical support to veterinary clinics using its cloud VoIP phone system. The contractor handles phone and ticket support, makes system changes and troubleshoots hardware and call routing problems so customers get fast, accurate help. The schedule is 12pm to 8pm Eastern Time, Tuesday to Saturday, and the position is 100% remote, based in Latin America (including Central America) with availability aligned to North American business hours.

Key responsibilities

• Answer inbound support calls and work email tickets every shift, meeting first-reply and resolution targets.
• Make PBX system changes such as extensions, call routes, business hours, IVRs, ring groups and voicemail.
• Troubleshoot and fix IP phone and hardware issues, including reboots, factory resets, provisioning and network checks.
• Run remote diagnostics on call quality, registration and routing, and escalate to engineering or the carrier with clear notes when needed.
• Set up and support system integrations for customers.
• Write clear internal notes on every ticket and follow up until the issue is resolved.
• Spot recurring issues and report the trends to the team lead.

Required profile

• Fluent spoken and written English.
• At least 2 years of technical or customer support experience, ideally in VoIP, telecom or SaaS.
• Strong customer service and conflict resolution skills, with empathy toward busy clinic staff.
• Able to multitask on live calls, chats and tickets, prioritize urgent issues and manage time well.
• Available Tuesday to Saturday during North American business hours.

Required skills

• Working knowledge of VoIP and SIP basics, IP phones and basic networking (DHCP, DNS, switches, PoE).
• Experience with a ticketing system such as Zendesk.
• Own laptop, monitors, keyboard, mouse and stable internet connection; contractors provide their own equipment.

Applicants submit their resume in English through the application form; external recruiters are not accepted, and the hiring process takes about 2 weeks.