Technical Support Specialist

About the role

Join VoCoVo as a Technical Support Specialist, providing third‑line assistance to retail customers using our communication solutions. You will customise systems, resolve advanced technical issues, and support the VoCoCare warranty policy while working in a hybrid model (one day per week onsite).

Key responsibilities

• Manage a portfolio of assigned customers, delivering reliable support and driving service improvements.
• Perform advanced diagnostics, troubleshoot Linux‑based systems, and resolve network or telephony issues.
• Collaborate remotely with on‑site engineers to identify and fix problems.
• Document complex challenges and create clear knowledge‑base articles for future reference.
• Provide out‑of‑hours technical support for critical business situations.

Required profile

• Proven experience in technical customer support.
• Detail‑oriented with strong problem‑identification skills.
• Collaborative mindset, willing to share knowledge with colleagues.
• Ability to manage multiple responsibilities efficiently.
• Proactive learner who embraces new skills and feedback.

Required skills

• Linux filesystem navigation and command‑line tools.
• Network troubleshooting commands and basic networking fundamentals.
• Understanding of SIP protocol, SIP trunking, and VoIP issue resolution.
• Experience with telephony/telco integrations.
• Exposure to MySQL or equivalent databases.
• Familiarity with the ITIL framework (bonus).