Technical Customer Support Specialist – VOIP

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Technical Customer Support Specialist – VOIP

Job description

Toku’s mission is to help companies engage with their customers efficiently. We have helped companies move all the voice communications to the cloud and recently embarked on creating products that help companies keep engaging with their customers no matter where their employees are working from.

We are an Asia headquartered Cloud Communications company, with global customers, and we’re in scale up mode! We are seeking a highly motivated and technically proficient individual to join our company in the South America region as a Technical Support Specialist. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing excellent support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background in VOIP, and a passion for delivering outstanding customer experiences.

This role is fully remote (work from home). We are open to candidates from all countries in South America.

Want to be part of our journey?

What will you be doing?

  • Provide support for all technical queries from customers related to Toku’s multi-product CCaaS 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.
  • 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).
  • 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.
  • 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.
  • 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.
  • Bilingual speaking in both Spanish and English to a professional level is a must for this role

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 public 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!