Senior Technical Support Engineer (VoIP)

TL;DR

Senior Technical Support Engineer (VoIP/SaaS): Providing first-point-of-contact technical support for global customers with an accent on troubleshooting VoIP and networking issues. Focus on resolving complex technical queries, improving the internal knowledge base, and leveraging AI-enabled tools to enhance efficiency.

Location: Romania-Cluj Office

Company

A global provider of cloud communications and customer experience (CX) solutions.

What you will do

• Respond to customer queries via phone, email, and ticketing systems.
• Troubleshoot and resolve technical issues to ensure first-time resolution wherever possible.
• Escalate priority issues to supervisors and maintain accurate case data.
• Perform configuration changes in client environments and guide customers via screen-sharing.
• Develop and improve knowledge base articles to promote self-service and efficiency.
• Maintain an up-to-date understanding of hirify.global products, services, and processes.

Requirements

• Proven experience in a Customer or Technical Support role.
• Experience using AI-enabled tools to enhance problem-solving and efficiency.
• Proficiency with Salesforce Service Cloud or similar CRM and knowledge base systems.
• Basic understanding of VoIP, networking, telecommunications, and IP telephony.
• Exceptional communication skills for interacting with both technical and non-technical users.
• Strong prioritization and multitasking skills.

Culture & Benefits

• Opportunity to work in a company with massive global growth visions.
• Stepping stone into advanced cloud-based technologies.
• Inclusive environment that encourages employees to bring their authentic selves to work.
• Commitment to fairness as an equal opportunities employer.