Arbetsbeskrivning

Are you a problem-solver with a passion for delivering outstanding customer service? Telavox is looking for a Tech Support Engineer to join our team and help us provide top-quality support to our global client base. If you're excited about diagnosing issues, engaging with clients, and enhancing the customer journey, we’d love to hear from you!

As a Tech Support Engineer at Telavox, you will work at the frontline of technical support, engaging directly with customers to ensure a seamless experience with our software products. As the vital link between our clients and product teams, you'll provide second-level support and proactively drive issue resolution.

A typical day in this role involves:

As a Tech Support Engineer at Telavox, you will work at the frontline of technical support, engaging directly with customers to ensure a seamless experience with our software products. As the vital link between our clients and product teams, you'll provide second-level support and proactively drive issue resolution.

• Deliver exceptional support: Provide technical assistance to global customers across tickets, phone, email, and chat channels.

• Engage directly with customers: Lead conversations to identify and resolve technical issues efficiently, ensuring customer satisfaction.

• Diagnose and resolve issues: Troubleshoot technical challenges to keep service levels high and minimize downtime.

• Maintain knowledge resources: Manage and update our FAQ and knowledge base to empower 1st-line support and enhance self-service for our clients.

• Collaborate on escalations: Work with Red Alerts, incident escalations, and beta testing to optimize support efficiency and product reliability.

• Meet SLA standards: Track and manage service-level agreements, keeping our client’s needs at the forefront of our support operations.

This position is based in our Malmö office, where you’ll join a collaborative, innovative work environment and play a key role in our growing support team.

We are looking forsomeone with a technical support background who thrives in a fast-paced, client-facing role and enjoys problem-solving. Your skills and experience should include:

• Experience & education: Bachelor’s degree in Computer Science, IT, or related field, or equivalent hands-on experience, with at least 1-2 years in technical support or customer service.

• Technical knowledge: Ability to troubleshoot and resolve technical issues, ideally within the software or Telecom industry.

• Communication skills: Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users.

• Team collaboration: Enjoys working within and beyond your team to foster a positive, proactive approach to support.

• Customer-first mindset: Strong problem-solving abilities with a customer-centered approach to service.

• Proficiency with tools: Familiarity with Atlassian tools, HubSpot, or similar platforms to keep the customer journey transparent and consistent.

• Are self-driven with a positive, proactive attitude and an initiative to get things done

• I enjoy collaborating with others, have a positive outlook, and offer creative solutions to new challenges.

• Are motivated by fostering strong relationships with both customers and internal stakeholders.

• Prior experience in software development, beta testing, or incident escalation management.

• Knowledge of telecom technologies or cloud-based platforms.

• Prior experience in Jira and or HubSpot software.

You’ll fit right in if you have a collaborative mindset, a proactive approach to problem-solving, and a passion for making an impact. We value team players who bring a positive, can-do attitude and are ready to contribute.

Since Telavox's journey started in 2002, we have strengthened our position as the leading forward-thinking communication platform for businesses. We offer Telephony, PBX, messaging, meetings, and contact centres in one simple platform. Unlike our competitors, we own our platform and develop everything ourselves in-house. Today, we are a fast-growing and profitable company with +1.9b in revenue and +500 Telavoxers in nine countries. We pride ourselves on creating an inclusive, supportive culture where everyone can thrive. By joining us, you will not only contribute to our technology but also be part of a company that values work-life balance, continuous learning, and community. Plus, you will enjoy our legendary company events, personal development opportunities, and much more

At Telavox, we don't focus on fitting in; we focus on making room for everyone.

Join Telavox, where diversity fuels innovation. Apply now to join a team committed to creating a truly inclusive workplace.

Do not miss out on this exciting opportunity to grow your career and make your mark on the future of telecom technology. Send your application our way, and let us explore what we can achieve together!

For any questions, feel free to reach out to Talent Acquisition Partner Ami Faraguna at [email protected]

Learn more about what we do!