Technical Support Specialist L1-L2 - UK, Coventry

Overview

Technical Support Specialist L1-L2 - UK, CoventryJoin to apply for the Technical Support Specialist L1-L2 - UK, Coventry role at Wildix.Get AI-powered advice on this job and more exclusive features.About Us

We are Wildix, a global leader in Unified Communications and Collaboration as a Service (UCaaS). In 2005, Wildix was founded to redefine how businesses communicate. Today, we are a remote-first company with a diverse team serving 135+ countries through a partner-first ecosystem.We empower companies worldwide with seamless communication solutions that drive productivity, efficiency, and growth.About The Role

We are excited to welcome a 1st or 2nd level Technical Support Specialist to join our Tech Support Team. You will help ensure 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 resolve issues.What You Will Do

Promptly attend to customer inquiries, prioritising their needs and ensuring a satisfying experienceProvide accurate and timely information, positioning yourself as a trusted source of expertise for our customersCollaborate with cross-functional teams to ensure customer concerns are addressed effectivelyRespond to support queries by phone, email, chat, ticketing systemOversee RMA process from start to finishOffer advice on product usage to help customers get the most from our productIdentify, analyse, and troubleshoot technical issues, delivering timely assistanceUse Salesforce Service Cloud and JIRA to manage ticketsWhat You Will Bring

A minimum of 1 year of proven experience in a customer care or support role in the telecommunications industryStrong communication and interpersonal skills for smooth interactions with customers and team membersExcellent problem-solving with attention to detail in addressing customer issuesFast learner open to acquiring new knowledge and skillsAbility to work effectively both independently and as part of a teamAdvanced English spoken and written communicationGood knowledge of VoIPGood knowledge of network technologies (OSI model, TCP/IP, LAN, WAN, DNS, DHCP, QoS)Basic knowledge of Linux OSBonus Points If

Experience configuring VoIP PBXsExperience with telecommunications standards DECT / SIP / ISDN / Analog / SIP TrunkExperience with packet capture and troubleshooting tools like WiresharkWhy You’ll Love It Here

Work with a supportive, high-performing team that values trust, autonomy, and real impactInternational workplace with a diverse and inclusive teamOpportunity to shape the future of global communicationProfitable, stable company with sustained profitabilityWhat We Offer

Generous time offTop-tier tech toolsCareer growth and development programsCountry-specific benefits (information available from recruiter)Interview Process

Step 1: Initial ScreeningStep 2: Technical/Role-Specific InterviewStep 3: Final InterviewWhere You’ll Be Located

UK, Coventry - Hybrid (3 days in office, 2 days from home)Employment Details

Seniority level: Entry levelEmployment type: Full-timeJob function: Information TechnologyIndustries: TelecommunicationsWe are Wildix. Wildix is an equal-opportunity employer. We value diversity and welcome all ..... full job details .....