2nd level Tech Support Specialist (UK market) (offline)

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 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, prioritizing 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
Offer valuable advice on product usage to ensure customers make the most of our product
Identify, analyze, 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 2 years of proven experience in a customer care or support role in the telecommunications industry
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
Advanced English spoken and written communication
Good knowledge of VoIP
Good knowledge of network technologies (OSI model, TCP/IP, LAN, WAN, DNS, DHCP, QoS)
Basic knowledge of Linux OS


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 10:00 - 19:00 UA timezone
Paid vacations and sick leaves
English courses
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.



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!

About Wildix

Since 2005, Wildix has been helping companies with 50 to 1000 users grow their businesses with the first web-based VoIP PBX UC&C system.

The first 100% secure, easy-to-use, professional web-based UC&C system is designed to help you reach your goal: increasing revenue through converting more leads into customers.

Wildix is for companies that want to increase their revenue and productivity with a secure-by-design tool.

Only Wildix allows customers to communicate in the way they prefer from one single interface, from any device and also from the website, by connecting the company website with WebRTC.

— Gartner Magic Quadrant —

When you use Wildix, you use a system that’s been validated by the foremost experts in the tech market. Gartner, a company that delivers actionable, objective insight to executives and their teams, has positioned Wildix as a Niche Player in the 2021 Gartner Magic Quadrant™ for Unified Communications as a Service, Worldwide.

Company website:
https://www.wildix.com/ua/

DOU company page:
https://jobs.dou.ua/companies/wildix/