Customer Support Engineer (no calls)

This position is based in our office located in Almaty.

We are looking for a Customer Support Engineer to work 5/2 from 15:00 to 00:00 Almaty time. The role involves written communication only, no calls.

Who we are & why we’re hiring:

Our company is a leading SaaS provider that enables businesses of all sizes to deliver exceptional customer experiences. Our innovative platform offers a full range of features and capabilities, including intelligent routing, IVR, call recording, analytics, and more.

In this role, you’ll:

• Provide expert level support for our clients on complex problem resolution.
• Troubleshoot SIP call flows, call quality, network problems and portal features, including peering providers and upstream SIP Carriers.
• Collaborate with other teams and escalate sophisticated problems where a course of action is not immediately obvious by maintaining full ownership of the issue, ensuring the customer is fully informed until the resolution.
• Handle customer support inquiries via ticketing system and email.
• Maintain and develop a support knowledge base by documenting support processes, procedures, and templates.

In this role, you’ll:

• Develop a deep understanding of our product and various operational strategies to enhance client efficiency.

• Participate in training sessions and online presentations for clients, primarily in English.

• Provide customer support through messaging platforms, analyze reported issues, and direct them to the appropriate departments.

Required:

• Basic knowledge of networks required!
• Fresh graduates and 4 course students (preferably in Radio engineering, electronics and telecommunications, Infocommunication technologies and communication systems)
• Strong written and verbal communication skills
• English - B2/C1
• Problem-solving abilities
• Team collaboration
• Ability to quickly grasp new concepts and technologies

What We Offer:

• Competitive salary
• A nicely-located, new, spacious office
• Top-notch work equipment
• Free lunch and healthy snacks every day
• Professional development
• No calls, messaging only type of work
• Possible night shifts after probation, 2/2 19.00 - 07.00 work hours