Job Overview
Location
USA - Remote
Job Type
Full-time
Category
Customer Support
Date Posted
April 25, 2026
Full Job Description
📋 Description
- • Technical Support Tier 2 role at Birch Finance Inc. (operating as Fusion Connect) focused on delivering expert-level assistance for complex networking and voice services, ensuring customer satisfaction through timely resolution of escalated technical issues.
- • Day-to-day responsibilities include handling inbound customer and vendor calls, troubleshooting advanced network environments (VPN, MPLS, BGP, etc.), managing tickets across CRM systems, documenting resolutions in OSS, collaborating with Tier III support, and participating in 24x7 shift work with on-call flexibility.
- • The team is a skilled, collaborative group specializing in hosted voice, SIP, SD-WAN, copper POTS, and data services, committed to best-in-class customer service and continuous learning through training and knowledge sharing.
- • In this role, you will deepen your expertise in enterprise telecom and networking technologies, improve cross-tier communication through documentation, and gain experience in high-pressure, 24x7 support operations while contributing to team resilience and customer trust.
Skills & Technologies
About Birch Finance Inc.
Birch Finance is a financial technology company that analyzes credit-card spending to recommend the best cards for maximizing rewards and benefits. Its mobile app and web platform connect securely to users’ accounts, track purchases across categories, and use machine-learning models to suggest personalized upgrades or new cards. The service aims to help consumers earn more cash-back, points, and travel perks while avoiding annual fees that outweigh rewards. Birch partners with card issuers for affiliate revenue but presents offers transparently, prioritizing user savings. Founded in 2015 and headquartered in San Francisco, the company serves U.S. cardholders nationwide.
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