PetDesk is looking for a contract Phones Support Specialist to give remote technical support to veterinary clinics that use its cloud VoIP phone system. The contractor will handle phone and ticket support, make system changes, and troubleshoot hardware and call routing problems so customers get fast, accurate help.
This role's schedule is 12pm - 8 pm Eastern Time, Tuesday - Saturday.
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 Customer Support Specialist position, please submit your resume in English highlighting your qualifications.
Contractors must provide their equipment (laptop, monitors, keyboard, mouse, etc.), stable internet connectivity, and dedicated workstations.
Tasks:
Answer inbound support calls and work email tickets every shift, meeting first-reply and resolution targets.
Make system changes on the PBX, 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.
Requirements:
Fluent spoken and written English
At least 2 years of technical or customer support experience, ideally in VoIP, telecom or SaaS.
Working knowledge of VoIP and SIP basics, IP phones and basic networking (DHCP, DNS, switches, PoE).
Experience with a ticketing system such as Zendesk.
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.
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
Skills Required
- Fluent spoken and written English
- At least 2 years of technical or customer support experience
- Working knowledge of VoIP and SIP basics
- Experience with IP phones and basic networking, including DHCP, DNS, switches, and PoE
- Experience with a ticketing system such as Zendesk
- Strong customer service and conflict resolution skills
- Ability to multitask across live calls, chats, and tickets
- Ability to prioritize urgent issues and manage time effectively
- Availability Tuesday through Saturday during North American business hours
- Contractor-provided laptop, monitors, keyboard, mouse, stable internet, and dedicated workstation
What We Do
PetDesk offers CRM software for pet care providers to promote pet health.
