Zenoti
Technology
TechnicalSupportSpecialist-VOIPsolutions
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Specialist - VOIP solutions at Zenoti. Skills: VOIP solutions, Technical support, Customer success. Provide technical support to customers. Troubleshoot Hyperconnect issues”
What You'll Achieve.
Ensure reliability of Hyperconnect
Industry & Context.
Troubleshoot real-time communication issues; Investigate network problems; Investigate browser-based problems; Analyze call quality issues; Root cause analysis
Rotating shift assignments, Weekend assignments rotate
What They're Looking For.
Must Have
Customer service aptitude, Demonstrated sense of urgency, Aptitude for technical support, Familiarity with SIP, Familiarity with WebRTC, Familiarity with browser-based voice interactions, Understanding of network concepts, Experience using Browser Dev Tools, Experience using Wireshark, Experience using VOIP monitoring dashboards, Clear communication skills, Ability to work on-site, Rotating shift-based environment
Nice to Have
Experience supporting Zenoti, Experience supporting SaaS business management software, Exposure to appointment scheduling, Exposure to contact center business processes, Exposure to front-desk business processes, Experience in the retail industry, Experience in the service industry, Prior work in a spa business, Prior work in a salon business, Prior work in a fitness business, Prior work in a wellness business, Familiarity with Twilio, Familiarity with Agora, Familiarity with CPaaS platforms, Basic scripting a plus, Familiarity with API interactions a plus
What You'll Do.
Provide technical support to customers
Troubleshoot Hyperconnect issues
Analyze call quality issues
Escalate issues when necessary
Investigate end-user device setup issues
Collaborate with internal engineering teams
Collaborate with product teams
Collaborate with third-party providers
Triage VOIP-related bugs
Triage service degradation
Contribute to knowledge base
Contribute to playbooks
Participate in shift coverage
Act as internal subject matter expert
Identify improvements in product reliability
Recommend improvements in user experience
Participate in non-VOIP support activities
How You'll Work.
Team & Collaboration
Internal engineering teams; Product teams; Third-party providers; Broader support team
Communication Scope
Written communication; Verbal communication; Explain complex technical topics
Full Job Description
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. 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. Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. 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. To learn more about Zenoti visit: https://www.zenoti.com We are seeking Technical Support Specialists to provide top-notch customer support for Zenoti's VOIP solution, Hyperconnect. You will work from our Seattle-area HQ, interfacing with customers to troubleshoot real-time communication issues, investigate network and browser-based problems, and guide customers through critical voice workflows. Your role will directly impact business continuity for clients and ensure the reliability of Hyperconnect during daily operations. This is a high-visibility role working on a high-growth product. Key Responsibilities Provide technical support to customers using
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