Technical Support Specialist L2

About the Position

We are UniTalk, an international IT product company that provides diverse and high-quality telecommunications services: from IP telephony and call tracking to voice bots and speech analytics using AI. To continue achieving victories, we are looking for a Technical Support Specialist L2, who can assist our clients with any technical issues related to our product: from setting up the workplace to providing short training on how to use our product.

Responsibilities

• Assist clients with technical issues related to our telecommunications services.
• Provide training on how to use our product.
• Monitor service performance after updates and control the quality of their operation.
• Participate in resolving major issues and consolidate information for your Team Lead to speed up problem-solving.
• Connect our telephony integrations to customers’ external CRM/ERP systems and write instructions and reviews for using our services.

Requirements

• Experience as a System Administrator, Technical Support, or Network Engineer for at least 2 years.
• Ability to configure network equipment, software, and operating systems (including remotely).
• Knowledge of network protocols (UDP, TCP, HTTP).
• Understanding of how the Internet and IP telephony work.
• Good communication skills and ability to work in a team.

Nice to Have

• English or Polish language skills at an Upper-Intermediate level or higher.

We Offer

• Paid vacation and sick leave.
• Up to 90% reimbursement for training costs.
• Delicious lunches and snacks in the office.
• Opportunities to unwind and relax with PS5, table tennis, or football.
• Participation in interesting team buildings and corporate events.
• A great atmosphere in the team and an excellent manager.

About the Company

We are UniTalk, an international IT product company that provides diverse and high-quality telecommunications services: from IP telephony and call tracking to voice bots and speech analytics using AI.

A brief history about us:

• 2014: The company was founded, and the team was formed.
• 2017: Product development and first integrations with external services.
• 2018: Product development and launch of the partner program.
• 2019: First international client and launch of public API.
• 2022: Rebranding from Nextel to UniTalk.
• 2023: Received the Ukrainian Business Award in the “Business of the Year 2023” category. UniTalk entered the TOP-100 IT companies that care the most about Ukrainians and Ukraine.
• 2024: Opening an office in Poland with a local team and the launch of AI-based products.

Customer reviews: https://bit.ly/3xUDdzz

Meet our team and their impressions of working at UniTalk:

• Team introduction: https://jobs.dou.ua/companies/unitalk/photos/
• Employee reviews: https://jobs.dou.ua/companies/unitalk/reviews/

What to expect:

• Training: Initially, you will undergo training with our Team Lead, one of our best employees. He will introduce you to our work, structure, corporate culture, work tools, regulations, and instructions.
• Testing: After the training, you will be tested to understand what you have learned well and what areas need further work.
• Technical Support: You will start working on all technical customer inquiries, from simple requests like “call tracking not working” to complex configurations of webhooks for speech analytics or voice bot setups.
• Service Monitoring: You will monitor service performance after updates and control the quality of their operation.
• Troubleshooting: Participate in resolving major issues and consolidate information for your Team Lead to speed up problem-solving.
• Integrations: Connect our telephony integrations to customers’ external CRM/ERP systems and write instructions and reviews for using our services.
• Interesting Tasks: Engage in various tasks that will keep you from getting bored.

Growth Opportunities:

We support the development of our employees and offer many opportunities for career growth. Growth in our company can be very diverse, here are some examples:

• Development in the Technical Support Department: If you are interested in developing in support, you can deepen your knowledge and move to more advanced support lines, become a mentor, and even a Team Lead. We encourage our employees to participate in various additional projects, allowing them to expand their skills and knowledge in different directions.
• Transition to Other Departments: You can develop not only in technical support but also move to other departments such as accounting, sales, or development. We already have such successful cases.

If your resume passes the initial selection, you can expect:

• Interview with our Recruiter.
• Interview with the Head of Technical Support and Team Lead.
• Offer.

Feeling the vibe? Don’t waste time, respond and let’s start our acquaintance.