Technical Support Analyst

About the role

Support at Voxtell is not a ticket mill. Our customers run restaurants, clinics, logistics companies, and resorts, and their phone system is how business reaches them.

When something is off, they need a person who listens, finds the cause, and fixes it.

Our Google reviews thank support analysts by name. That is the job.

You will work in an AI-first stack. AI drafts replies, summarizes calls, and flags sentiment; you review it all like an editor and own the outcome.

You will also shape the AI our customers rely on, tuning their receptionists and the knowledge those receptionists answer from.

What you will do

• Own customer conversations across phone, chat, and email from first response to resolution
• Troubleshoot the AI Phone System end to end: call flows, AI receptionist behavior, devices, and number porting
• Tune customer AI receptionists: greetings, routing rules, and the knowledge base the AI answers from
• Work with AI daily: review drafted replies, call summaries, and sentiment flags, and correct them when they are wrong
• Turn repeat questions into help center articles that customers and our AI assistants both learn from
• Escalate cleanly with clear reproductions when an issue needs Analyst II or engineering

What you bring

• 1+ years in customer-facing technical support, ideally SaaS, VoIP, or IT
• You explain technical things in plain English and stay calm when the customer cannot
• You already use AI tools and know when to trust them and when not to
• Organized under load: you keep every open conversation moving

Nice to have

• Hands-on VoIP or SIP experience
• Spanish or Portuguese