Job Description

About this Role:

As an independent Build Team contractor, you will support the company’s VoIP phone systems by building, integrating, and troubleshooting solutions for veterinary practices. Leveraging technical expertise and strong problem-solving skills, you will ensure seamless integration with practice management software, enabling reliable communications and efficient workflows for customers across North America.
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.
Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), maintain stable internet connectivity, and work from a professional, dedicated workstation.

Tasks:

• Deliver exceptional customer support via phone, email, and Zoom

• Build and configure phone systems, including call routing, call forwarding, device provisioning, and practice management software integrations

• Deliver virtual onboarding and training sessions as part of defined implementation engagements

• Troubleshoot and resolve hardware and system issues, including guiding customers through reboots and factory resets

• Diagnose issues efficiently and coordinate resolution with appropriate internal teams when needed

• Share observations and recommendations with internal stakeholders

Requirements:

• Proficiency in written and spoken English, with clear, professional communication skills

• Demonstrated experience delivering high-quality customer service in a technical or SaaS environment

• Strong time-management skills with the ability to multitask and prioritize effectively

• Experience managing multiple concurrent projects or customer engagements

• Ability to resolve customer concerns with empathy, patience, and professionalism

• Hands-on experience troubleshooting VoIP, phone systems, or similar technical platforms

• Experience with VoIP platforms, SIP-based systems, or cloud phone solutions is a plus