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Technical Support Specialist L3 - USA

fully flexible
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Florida (USA), United States

Offer summary

Qualifications:

3-5 years of experience in VoIP PBX’s and UCC., High level knowledge of VoIP protocols., Proficiency in network analysis tools like Wireshark., Good knowledge of Linux OS and virtualization..

Key responsabilities:

  • Respond to support queries via various channels.
  • Collaborate with partners on large-scale deployments.
Wildix logo
Wildix SME http://www.wildix.com/
201 - 500 Employees
About Wildix
The First Sales-Oriented Unified Communications Solution Your communications system can either boost your revenue or create bottlenecks that slow your business down. Turn it into the core of your operations and grow your business, all while saving time and maintaining total security. All in complete comfort, right from your browser. HOW CAN SMALL AND MEDIUM BUSINESSES INCREASE THEIR PRODUCTIVITY? It doesn’t take hours and hours of overtime. By choosing the right UC&C system, companies can improve communications and significantly increase productivity. Since 2005, Wildix has been helping companies grow their businesses through UC&C, by creating the first web-based VoIP PBX UC&C system. The first 100% secure, easy-to-use, professional web-based UC&C system. Wildix is for companies that want to increase their productivity with a secure-by-design tool. 👉 more business: +52% increase in web sales 👉 better efficiency: 25% time saved on everyday operations 👉 100% security Wildix brings value to companies around the world, with offices in Europe and the United States. The Center for Research and Development in Odessa, Ukraine has been in operation since 2007, deploying and supporting products. Only Wildix helps companies grow with 100% secure products that put the latest technology at their service. #Wildix #unifiedcommunications
See more Wildix offers

Job description

About us

Wildix is the first 100% secure, easy-to-use, professional web-based UC&C system, recognized as a Niche Player in the Gartner® Magic Quadrant™ for Unified Communications as a Service in 2023.

Founded in 2005 by two Italian brothers, Dimitri and Steve Osler, we are now among the fastest-growing companies in the UCaaS sector. Headquartered in Tallinn, Estonia, we have more than 250 staff members representing over 15 nationalities. Our team works across Europe, the UK, the Americas, and Ukraine, serving more than 135 countries through our partner ecosystem.

We created what we call the Blue Ecosystem: the way partners, end-users, the company, and our employees communicate with each other.

Our mission is to facilitate internal and external communication between companies and their customers worldwide, using web browsers and mobile applications, thereby increasing productivity and efficiency.


Who Are We Looking For

Are you a detail-oriented team player with a passion for VoIP and UC&C?

We are currently looking for a Technical Support Specialist (3rd level) who plays a key role in evaluating, troubleshooting, and quickly resolving technical concerns and questions related to our products. We're seeking a highly skilled and motivated individual to join our growing team in the Americas region.


How You Will Make an Impact

  • You’ll respond to support queries by phone, email, chat, ticketing system
  • Offer valuable advice on product usage to ensure customers make the most of our product
  • Collaborate with Partners and assist with large-scale deployments
  • Work on integrations between Wildix and 3rd party products
  • Identify, analyze, and troubleshoot technical issues, delivering timely assistance
  • Work in collaboration with other members of the Technical Support Team and help with bugs/improvements
  • Use Salesforce Service Cloud, OTRS, and JIRA to manage tickets
  • Advise on technical pre-sales queries
  • Train partner engineers on the correct use of products
  • Apply your technical skills to work on complex technical solutions
  • Possible occasional travel 


What You Bring to the Team

  • You have 3-5 years of experience working with VoIP PBX’s and Unified Communications
  • High level knowledge of VoIP protocols
  • Proficiency in troubleshooting and analyzing call flows using Wireshark and other network analysis tools
  • Solid understanding of network technologies 
  • Good knowledge of Linux OS and virtualization technologies
  • Familiarity with Microsoft Windows Server and Microsoft 365 is a plus
  • Proven experience in problem analysis and resolution, ideally in technical assistance and help desk roles
  • Experience with Telecommunications standards DECT / SIP / ISDN / Analog
  • Strong communication, technical, and analytical skills
  • You are a quick learner and enthusiastic about mastering new products and technologies
  • Team player with a high level of dedication and commitment
  • Strong communication skills in English (both written and spoken), and business-level proficiency in Spanish is a plus.


Now, it would be fantastic if you:

  • Have multiple industry and vendor certifications such as Microsoft and Cisco
  • Have experience with Asterisk, Kamailio, webRTC, PHP/Bash/Other Scripting


Why You Will Love It Here

  • The possibility to join the fastest-growing, most talent-driven company in Unified Communications 
  • A philosophy of trust and a shared vision of excellence
  • Training and support to empower your professional growth and success
  • We offer competitive compensation and benefits
  • We're an Apple Powered Team. We will provide you with a MacBook Pro to accelerate your productivity

Happy with them? We offer even more! Our Benefits are country-specific, you can ask your recruiter for more information.


We are Wildix

Wildix is an equal-opportunity employer. We value diversity and welcome all applicants regardless of race, gender, age, religion, or other characteristics. Everyone is encouraged to apply and is welcome to join our Blue Ecosystem.


Important: Please note that we exclusively recruit through Remote.com, an Employer of Record (EOR) company, facilitating remote talent acquisition efficiently.

Do you want to learn more about Wildix? Apply Now!

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Network AnalysisUnified CommunicationsTelephonyLinuxJIRAWiresharkOTNTeleCommunications EngineeringSalesforce Service CloudBash (Scripting Language)ScriptingPHP (Scripting Language)WebRTCMicrosoft 365

Other Skills

  • Troubleshooting (Problem Solving)
  • Analytical Skills
  • Teamwork
  • Communication
  • Problem Solving
Are you interested?

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