Support Technician SMS- Belgrade Serbia

About VOX

VOX is a visionary company led by a single founder, currently leading the way in flashcall and telecom carrier services, transforming the way businesses communicate, authenticate and connect. As a hyper-growth company, VOX achieved over 50% YoY revenue growth last year and is aiming to reach $100M+ revenue this year. With a capitalization of $70M, VOX is seeking a large round of funding of over $100M in the coming year to accelerate its expansion.VOX's cutting-edge technology and dedicated customer service team ensure that telcos and enterprises maintain secure, fast, and reliable connections while protecting their networks. VOX's promise of a hassle-free experience and superior customer support enables telcos and enterprises to focus on success.

Joining VOX offers the opportunity to work with the industry's leading technologies and help them stay ahead and continue to innovate with a comprehensive suite of flashcall and telecom carrier services.

VOX is highly committed to providing its employees with a dynamic, forward-thinking work environment, competitive compensation and benefits, vacation and time-off packages, and stock options. This is a once-in-a-lifetime opportunity for highly ambitious individuals, as VOX plans to expand its solutions portfolio and go public in the next 3-4 years.Join the team and help shape the future of the telecom industry!

As a Support Technician, you will play a pivotal role in delivering top-tier technical support and maintaining customer satisfaction. You will be responsible for providing Level 1 support services to customers and partners through various channels, including ticketing systems, chat platforms and remote access.

Your role will involve troubleshooting technical issues, articulating product improvement needs, escalating cases when necessary, and collaborating with cross-functional teams to ensure exceptional service delivery.

In this role, you will be required to:

• Provide technical and post-sales support to customers and partners through multiple communication channels.
• Serve as an escalation point within the SMS Routing & Support Department in identifying    troubleshooting and resolving service problems.
• Ensure timely and accurate communication with customers and partners regarding their inquiries, issues, and escalations. Keep them informed about the progress of their cases and expected resolutions.
• Understand company products (A2P & P2P Monetization Solutions for MNOs), routing strategy, internal systems, and links with serviced departments.
• Develop a deep understanding of the company's A2P monetization solutions, including their features, functionality, and integration processes.
• Be able to articulate technical details to customers and partners effectively.
• Troubleshoot and resolve technical problems related to the company's A2P monetization solutions.
• Take ownership of support cases and ensure end-to-end resolution within defined service level agreements (SLAs).
• Assist other departments in meeting the SLAs based on established KPIs (matching agreed response times, ticket follow-up, and escalation in accordance with priority).
• Contribute to updating and maintaining the company's knowledge base with relevant technical information, best practices, and solutions.
• Report activities to the support management team and provide feedback.
• Develop a deep understanding of new products and channels to offer comprehensive support.
• Collaborate closely with colleagues to uphold the highest service quality standards.
• Collaborate with the Fraud Detection Team to identify fraudulent activities on the managed mobile networks and contribute to refining testing methods.

Qualifications:

• Minimum of 1+ years of experience in a global technical or support role within the telecommunications industry. Prior experience in the A2P SMS industry is preferred.
• Advanced proficiency in English (both spoken and written).
• Intermediate Microsoft Office skills, particularly Excel.
• Strong problem-solving and analytical abilities.
• Excellent prioritization and multitasking skills in a fast-paced environment.
• Flexibility to work over the weekends on a rotational system or be available on-call.

Join the team and help shape the future of the telecom industry!

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