Customer Support Engineer

Brief description of the vacancy

Customer Support Engineer (VOIP service)

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 is 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 the 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