Position overview

Voxloud is looking for a technical profile for Voxloud’s Italian customer service department.
The successful candidate will be included in the technical customer service team and will be responsible for analyzing and developing relationships with acquired customers with a view to improving the service, problem-solving, resolving 2nd level technical problems. A further purpose of the phone, chat, or email contact will be to understand any latent needs of the customer or unexpressed problems and solve them proactively, thanks to the tools made available by the company.

The customer support service will be provided via phone, email, and chat. The resource will be fully trained by the company, both before and after insertion into the department. The candidate, in particular, will deal with:

• 2nd level technical problem solving

• Any follow-up for optimal ticket closure and feedback collection

• Proactive resolution of technical problems (before the customer makes an express request for support).

Minimum requirements:

• Proven experience in technical customer support

• High level of Italian written and spoken

• At least mid-high level of English written and spoken

• Comfort in communicating with the customer by phone, email, and chat

• IP and networking knowledge

• Desire to improve technical skill in networking and VoIP by studying and attending online courses

• Availability to work in Italian time zone

Nice to have:

• Knowledge of VoIP technologies, in particular SIP and RTP protocols

• Knowledge of troubleshooting and internal communication tools like Intercom, Slack, Jira.

What we offer

• Opportunity to work in a young multinational team of professionals

• Paid vacations

• Full remote → work from home 100% of the time

• Best in-class training program and opportunity to grow inside the company

• Company culture based on meritocracy and teamwork.

• Competitive salary, based on experience and skills