Technical Support Specialist L1-2 - UK, Coventry

About Wildix 

Wildix is the first 100% secure, easy-to-use, professional web-based UC&C system, recognized as a Niche Player in the Gartner® Magic Quadrant™ for Unified Communications as a Service in 2021.

Founded in 2005 by two Italian brothers, Steve and Dimitri Osler, we are now among the fastest-growing companies in the UCaaS sector. Headquartered in Tallinn, Estonia, we have more than 250 staff members representing over 15 nationalities. Our team works across Europe, the UK, the Americas, and Ukraine, serving more than 135 countries through our partner ecosystem.

We created what we call the Blue Ecosystem: the way partners, end-users, the company, and our employees communicate with each other.

Our mission is to facilitate internal and external communication between companies and their customers worldwide, using web browsers and mobile applications, thereby increasing productivity and efficiency.

To achieve this, our dedicated Tech Support team is committed to delivering exceptional support that our partners value, operating in one of the fastest-growing markets with a philosophy of trust, a driven mindset, and a shared vision of excellence.

We are excited to welcome a 1st or 2nd-level Technical Support Specialist to join our Tech Support Team. You will have the opportunity to be involved in ensuring a seamless and satisfying customer experience for Wildix Partners. 

This role combines in-depth knowledge of Wildix services and products to address customer inquiries and issues resolution.

Are you up for the challenge?

How You Will Make an Impact:

• Promptly attend to customer inquiries, prioritising their needs and ensuring a satisfying experience
• Provide accurate and timely information, positioning yourself as a trusted source of expertise for our customers
• Collaborate seamlessly with cross-functional teams, ensuring that customer concerns are addressed effectively
• You’ll respond to support queries by phone, email, chat, ticketing system
• Oversee RMA process from start to finish
• Offer valuable advice on product usage to ensure customers make the most of our product
• Identify, analyse, and troubleshoot technical issues, delivering timely assistance
• Use Salesforce Service Cloud, OTRS, and JIRA to manage tickets

What You Bring to the Team 

• A minimum of 1 year of proven experience in a customer care or support role in the telecommunications industry
• Good knowledge of VoIP
• Good knowledge of network technologies (OSI model, TCP/IP, LAN, WAN, DNS, DHCP, QoS)
• Basic knowledge of Linux OS
• Strong communication and interpersonal skills, ensuring smooth interactions with both customers and team members
• Excellent problem-solving showing your attention to detail in addressing customer issues
• You are a fast learner who is open to acquiring new knowledge and skills
• The ability to work effectively both independently and as part of a team
  

Now, it would be fantastic if You:

• Have experience with configuring VoIP PBXs 
• Have experience with Telecommunications standards DECT / SIP / ISDN / Analog / SIP Trunk
• Have experience with packet capture and troubleshooting tools like Wireshark

Why You’ll Love It Here

• Be part of the fastest-growing, talent-focused company in Unified Communications 
• Career growth opportunities
• Working hours 09:00 - 17:00
• Paid vacations and sick leaves
• We care about your health and well-being, which is why we offer medical insurance and psychology sessions
• Possible remote collaboration

Happy with them? We offer even more! Our Benefits are country-specific, you can ask your recruiter for more information.

Hiring process:

• Discovery Interview with Talent Acquisition Specialist (30 minutes)
• Technical interview with the Hiring Manager (60 minutes) to dive deeper into your hard skills and the role's specifics

We are Wildix:

Wildix is an equal-opportunity employer. We value diversity and welcome all applicants regardless of race, gender, age, religion, or any characteristic. Everyone is encouraged to apply and is welcome to join our Blue Ecosystem. 

Do you want to learn more about Wildix? Apply Now!