Technical Support Engineer




Technical Support Engineer

About Us:

NewVoiceMedia is in the process of disrupting one of the biggest markets in the world - business telephony. Well-funded by cloud-focused VC's, and with a management team holding a decade of cloud experience, we have a strong vision for the future and aggressive global growth plans.  We are looking for exciting, passionate, innovative people to join our fast growing team and help us achieve our goals.


  • Logging, prioritisation and escalation of support issues and requests.
  • Develop and maintain good working relationships with clients to promote high level of customer service.
  • Resolution of 2nd line support issues and requests via telephone or remote support.
  • Analysis of Network trace information.
  • Manage individual work streams using Salesforce (CRM).
  • Customer support 24/7 and work on three shifts.

Essential Skills/Experience:

  • Excellent communications skills, written and verbal.
  • A positive outlook with the ability to be flexible and adaptable.
  • Good interpersonal skills and the ability to deal with users at all levels.
  • Able to operate to time sensitive deadlines.
  • Management of multiple channels of activity.
  • Able to apply good judgement to diagnose the level of customer need.
  • A positive, confident and client centric approach to work.
  • Experience within 1st / 2nd line support (preferable Telecoms).
  • Good working knowledge of Browsers, Microsoft Word, Outlook and Excel.
  • Understanding of the Contact Centre environment.

Nice to have:

  • An understanding of SIP/RTP and VoIP.
  • Proven experience in of troubleshooting and fault finding on networks.
  • Network analytical tools such as Wireshark.

What we offer?

  • Attractive salary depending on your skills and experience
  • Work in young, international team in our new office in Wrocław
  • Work trips to UK
  • Chance to work for the leading ‘Contact-Centre in the Cloud’ vendor.
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