Technical Support Specialist

Overview

Technical Support Specialist

at

Wildix . We are a global leader in Unified Communications and Collaboration as a Service (UCaaS) and we’re on a mission to redefine how businesses connect. Join our Tech Support Team to ensure a seamless and satisfying experience for Wildix Partners.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.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 seamlessly with cross-functional teams, ensuring that customer concerns are addressed effectivelyYou’ll respond to support queries by phone, email, chat, ticketing systemOversee RMA process from start to finishOffer valuable advice on product usage to ensure customers make the most of 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, ensuring smooth interactions with both customers and team membersExcellent problem-solving with attention to detail in addressing customer issuesYou are a fast learner who is open to acquiring new knowledge and skillsThe ability to work effectively both independently and as part of a teamAdvanced English speaking and writingGood knowledge of VoIPGood knowledge of network technologies (OSI model, TCP/IP, LAN, WAN, DNS, DHCP, QoS)Basic knowledge of Linux OSExperience with 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

– We believe in trust, autonomy, and working with bright, passionate individuals who drive real impact.A Truly International Workplace

– Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are.Shape the Future of Global Communication

– Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration.Join a Profitable and Stable Company

– We’re not a startup experiment, we’re a two-decade-old success story with sustained profitability, meaning we can back your boldest ideas.What We Offer

Generous Time Off

– Take the breaks you need to relax, recharge, and come back inspired.Top-Tier Tech

– Love Mac? So do we! We equip our team with the best tools for success.Career Growth and Development

– Access to programs and events to keep you at the top of your game.Note: Benefits are country-specific; ask your recruiter for more information.Interview Process

Step 1: Initial Screening – A chat with our Talent Team to understand your background, experience, and motivations.Step 2: Technical/Role-Specific Interview – A deep dive with your potential manager to assess your skills and fit for the role.Step 3: Final Interview – A conversation with leadership or cross-functional team members to ensure alignment with our values and mission.Location

UK, Coventry - Hybrid (3 days in office, 2 days from home)About Wildix

Wildix is an equal-opportunity employer. We value diversity and welcome all applicants regardless of race, gender, age, religion, or any other characteristic. Everyone is encouraged to apply and is welcome to join our Blue Ecosystem.Ready to join us? Apply Now!Seniority level

AssociateEmployment type

Full-timeJob function

Engineering and Customer ServiceIndustries: TelecommunicationsWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of ..... full job details .....