Role Overview & Responsibilities

We are looking for a talented Customer Service Engineer to help us deliver an outstanding customer experience. Your primary role will be to focus on ensuring our customers are 100% happy and that their issues and faults are resolved quickly and professionally. We want an individual that is going to come in and make a difference from day one and help us achieve our goal of building the best support team possible.

Logging, prioritisation and escalation of support issues and requests.

  • Develop and maintain good working relationships with clients to promote high level of customer service.
  • Resolution of 2nd line support issues and requests via telephone, remote support or onsite visits.
  • Analysis of Network trace information.
  • Manage individual work streams using Salesforce (CRM).
  • Shift model of work (24/7).

Essential Skills/Experience:

  • Excellent communications skills, written and verbal.
  • A positive outlook with the ability to be flexible and adaptable.
  • Good interpersonal skills and the ability to deal with users at all levels.
  • Able to operate to time sensitive deadlines.
  • Management of multiple channels of activity.
  • Able to apply good judgement to diagnose the level of customer need.
  • A positive, confident and client centric approach to work.
  • Experience within 1st / 2nd line support (preferable Telecoms).
  • Good working knowledge of Browsers, Microsoft Word, Outlook and Excel.
  • Understanding of the Contact Centre environment.
  • Very good English language knowledge, written and verbal.

Nice to have:

  • An understanding of SIP/RTP and VoIP.
  • Proven experience in of troubleshooting and fault finding on networks.
  • Network analytical tools such as Wireshark.

What we offer?

  • Attractive salary depending on your skills and experience
  • Work in young, international team in our new office in Wrocław
  • Work trips to UK
  • Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor.

Looking for a new challenge?

See open positions

Talk to us 1 (855) 534 - 2888