Tier 2 Client Support Specialist - VoIP and Mobile Focused

Description

AgencyBloc is seeking a Tier 2 Client Support Specialist with a strong foundation in technical support and specialized expertise in VoIP technology and mobile applications. This role will serve as a Tier 2 generalist across our suite of SaaS products, with a primary focus on supporting our browser-based VoIP dialer and new mobile app capabilities. As we expand into SMS capabilities, this role will be critical in ensuring a smooth client experience across voice and messaging features.

This is a unique opportunity for a support professional to join a growing, client-focused team and contribute to the evolution of communications tools that power our platform.

Requirements

Responsibilities: 

• Tier 2 Client Support Specialists are experts on the AgencyBloc product, diagnosing and troubleshooting advanced technical issues and bugs for clients.
• Support Tier 1 escalations by identifying root causes and providing timely, thorough resolutions.
• Collaborate directly with clients on complex issues via email, phone, and virtual sessions.
• Partner with Product, Engineering, and QA teams to escalate bugs and contribute to product improvements.
• Provide mentoring to Tier 1 teammates on VoIP/mobile cases and broader troubleshooting workflows.
• Document troubleshooting steps and recurring issues in internal knowledge bases.
• Participate in regular team meetings, 1:1s, and cross-functional feedback loops.
• Jump in on Tier 1 coverage as needed during high-volume periods.
• Leverage basic SQL and HTML/API knowledge to investigate client data and app behaviors.
• Other duties as assigned by your manager.

VoIP/Mobile-Specific Focus

This role will devote a majority of time to AgencyBloc’s evolving communication tools, including:

• Supporting a browser-based VoIP dialer and troubleshooting WebRTC and SIP-based issues.
• Supporting a new mobile app (iOS/Android) with call functionality, evolving to include SMS.
• Working closely with Product to identify client patterns and enhance support documentation and processes for communication tools.
• Serve as the internal subject matter expert on VoIP and mobile support, staying up to date with best practices and client use cases.
• Investigate and document issues related to call quality, SIP/WebRTC connections, and mobile device-specific behavior.

Skills/Education/Experience: 

• 2+ years in a Tier 2 or hybrid support role with complex SaaS products.
• Strong VoIP troubleshooting experience (e.g., softphones and browser-based dialers).
• Experience supporting mobile apps across platforms (iOS/Android), including debugging device-level issues.
• Familiarity with debugging browser behavior, extensions, and HTML-based interactions.
• Basic SQL skills for querying support-related data and logs.
• Exposure to APIs and how they interact with third-party tools or integrations.
• Clear, professional communication with clients and internal stakeholders.
• Proven ability to thrive in fast-paced, tech-forward environments.
• Experience documenting knowledge and contributing to process improvement.
• Bonus: Familiarity with call routing, SMS protocols, or customer engagement platforms.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.