Technical Customer Support Engineer – VOIP

What will you be doing?

• Provide support for all technical queries from customers related to Toku’s multi-product platform via email and other asynchronous channels.
• Own the customer experience and work to exceed their expectations.
• Monitor client service availability and performance, proactively identifying potential disruptions and taking corrective actions.
• Monitor the health and performance of the voice and SMS network infrastructure using monitoring tools and dashboards.
• Respond promptly to alerts and incidents, diagnosing and resolving technical issues to minimize service downtime.
• Provide clear and concise updates to clients regarding the status of their issues, ensuring transparency and timely communication.
• Notify customers of routine maintenance tasks, software updates, and system patches to keep the network environment up to date.
• Perform initial interconnection setup steps for new voice clients and vendors.
• Participate in ad-hoc tasks as requested by the team management. Serve as the primary point of contact for clients seeking technical assistance via various communication channels (phone, email, ticketing system).
• Proactively gather customer feedback and insights and respond promptly to client inquiries, diagnosing and troubleshooting technical issues related to our services.
• Follow standard procedures for troubleshooting and escalating technical issues, adhering to established service level agreements (SLAs).
• Collaborate and escalate complex technical issues to Tier-2 or Tier-3 teams while ensuring clear communication with clients about the escalation process.
• Document client interactions, issues, and resolutions in the ticketing system, maintaining accurate records for future reference
• Participate in regular training sessions to enhance technical knowledge and skills.

We’d love to hear from you if you have:

• Bachelor’s degree in Electronics Engineering, Computer Engineering, or a related field (or equivalent work experience).
• Proven experience in a customer-facing technical support role, preferably in the Voice and SMS or telecommunications industry.
• The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments
• At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment.
• Familiarity with CRM software, ticketing systems, service monitoring tools, and remote troubleshooting support tools. Zendesk is a plus.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical clients.
• Empathetic and patient approach when dealing with customers, ensuring a positive and professional customer experience.
• Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously.
• Problem-solving mindset with the ability to analyze issues, determine root causes, and implement effective solutions.
• Ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.
• Strong commitment to delivering exceptional customer service and ensuring client satisfaction.
• Knowledge and understanding of VoIP and SMS technologies, protocols, and industry best practices would be an advantage.
• Should be willing to work in shifting schedules and at the office.

What would you get?

• Flexible working locations
• Training and Development
• Discretionary Yearly Bonus & Salary Review
• Healthcare Coverage based on location
• 20 days Paid Annual Leave (excluding Bank holidays)

If you would love to experience working in a start-up growing at an accelerated speed, and you think you tick most of the requirements, come join us!