7:00am – 5:00pm PST (Monday – Friday)




Available 24 Hours

Billing & Customer Service


8:30am – 5:00pm PST (Monday – Friday)

Partner Program


Shipping Address


9221 Corbin Ave. Suite 155

Northridge, CA 91324




Available 24 Hours

Business Support Technician in Northridge, CA

Position Summary

The Broadvoice Business Support Technician is responsible for providing technical support to new and existing clients. We are looking for someone who is passionate about customer service and focused on championing a service-driven culture with a goal of increasing customer satisfaction.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Converse with clients to understand their business needs, establish rapport and gather preliminary information surrounding the client’s issue(s)
  • Perform necessary troubleshooting steps and ensure peak system and product performance
  • Utilize internal tools and tracking system to document issue details
  • Provision and refurbish Hardware
  • Identify and report any bugs or defects as well as document feature requests that will refine the product
  • Produce knowledge base content
  • Perform other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Basic understanding of VoIP technologies (SIP, RTP, NAT traversal)
  • Basic understanding of networking, IT, internet and computer concepts/technology
  • Excellent problem-solving skills
  • Ability to prioritize and multi-task, demonstrating accountability and follow-through
  • Ability to work in a team environment and take direction from management and supervisors
  • A team player with a positive attitude
  • Excellent oral/written communication and customer service skills including a good phone presence
  • Familiarity with internet connections types and characteristics, common routers and configurations
  • Experience with Metaswitch
  • Knowledge regarding Edgewater and SimpleWan router configurations
  • Experience interpreting SIP signaling
  • Experience as a VoIP or Tier 2+ support representative

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk, hear, use hands or fingers, and sit. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Broadvoice is an equal opportunity employer and complies with ADA regulations as applicable.

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