Customer Support Engineer

Краткое описание

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.
115