Customer Support Engineer (VoIP service)

Brief description of the vacancy

We are looking for a Customer Support Engineer to work 5/2 from 13:00 to 22:00 Almaty time. The role is office-based and involves written communication only, no

Who we are & why we’re hiring:

Our company is a leading SaaS provider that enable businesses of all sizes to deliver exceptional customer experiences. Our innovative platform offers a full range of features and capabilities, including intelligent routing, IVR, call recording, analytics, and more.Location: Almaty, Kazakhstan

In this role, you’ll:

  • Provide expert level support for our clients on complex problem resolution
  • Troubleshoot SIP call flows, call quality, network problems and portal features, including peering providers and upstream SIP Carriers
  • Collaborate with other teams and escalate sophisticated problems where a course of action is not immediately obvious by maintaining full ownership of the issue, ensuring the customer is fully informed until the resolution
  • Handle customer support inquiries via ticketing system and email
  • Maintain and develop support knowledge base by documenting support processes, procedures, and templates

In this role, you’ll:

  • Develop a deep understanding of our product and various operational strategies to enhance client efficiency

  • Participate in training sessions and online presentations for clients, primarily in English

  • Provide customer support through messaging platforms, analyze reported issues, and direct them to the appropriate departments

Required:

  • Basic knowledge of networks required!
  • Fresh graduates and 4 course students (preferably in Radio engineering, electronics and telecommunications, Infocommunication technologies and communication systems)
  • Strong written and verbal communication skills
  • English - B2/C1
  • Problem-solving abilities
  • Team collaboration
  • Ability to quickly grasp new concepts and technologies

What We Offer:

  • Competitive salary
  • After probation period: €4000/year for medical insurance
  • A nicely-located, new, spacious office
  • Top-notch work equipment
  • Free lunch and healthy snacks every day
  • Professional development
  • No calls, messaging only type of work
  • Night shift, 2/2 19.00 - 07.00 work hours
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