Technical Support Specialist L1 - L2 - UK, Coventry

Technical Support Specialist

We're Wildix, a global leader in Unified Communications & Collaboration as a Service (UCaaS) and we're on a mission to redefine how businesses connect. Our secure, web-based and AI-powered solutions help companies around the world collaborate smarter, serve customers better and grow stronger — and we want you to help shape what's next.

In 2005, brothers Dimitri and Steve Osler set out to reimagine how businesses communicate, and that vision became Wildix. Today, from our headquarters in Tallinn, Estonia, Wildix is one of the world's fastest-growing UCaaS companies, with 300+ team members from 15+ nationalities, working across Europe, the UK, the Americas and beyond. We serve businesses in 135+ countries through a partner-first ecosystem, delivering secure, intuitive solutions that keep companies connected, productive and ready for what's next.

At Wildix, we don't just build technology, we live it. As a remote-first company, we rely on our own platform every day to collaborate globally and innovate fast. With steady growth and a strong foundation, we offer real opportunities to advance your career as we scale, making an impact in a global team that's shaping the future of work.

At Wildix, our mission is clear: Empower companies worldwide with seamless communication solutions that drive productivity, efficiency, and growth.

About The Role

We are excited to welcome a 1st or 2nd level Technical Support Specialist to join our Tech Support Team. You will have the opportunity to be involved in ensuring a seamless and satisfying customer experience for Wildix Partners.

This role combines in-depth knowledge of Wildix services and products to address customer inquiries and issues resolution.

Are you up for the challenge?

What You Will Do

• Promptly attend to customer inquiries, prioritizing their needs and ensuring a satisfying experience
• Provide accurate and timely information, positioning yourself as a trusted source of expertise for our customers
• Collaborate seamlessly with cross-functional teams, ensuring that customer concerns are addressed effectively
• You'll respond to support queries by phone, email, chat, ticketing system
• Oversee RMA process from start to finish
• Offer valuable advice on product usage to ensure customers make the most of our product
• Identify, analyze, and troubleshoot technical issues, delivering timely assistance
• Use Salesforce Service Cloud and JIRA to manage tickets

What You Will Bring

• A minimum of 1 years of proven experience in a customer care or support role in the telecommunications industry
• Strong communication and interpersonal skills, ensuring smooth interactions with both customers and team members
• Excellent problem-solving showing your attention to detail in addressing customer issues
• You are a fast learner who is open to acquiring new knowledge and skills
• The ability to work effectively both independently and as part of a team
• Advanced English spoken and written communication
• Good knowledge of VoIP
• Good knowledge of network technologies (OSI model, TCP/IP, LAN, WAN, DNS, DHCP, QoS)
• Basic knowledge of Linux OS

Bonus Points If

• Have experience with configuring VoIP PBXs
• Have experience with Telecommunications standards DECT / SIP / ISDN / Analog / SIP Trunk
• Have experience with packet capture and troubleshooting tools like Wireshark

Why You'll Love It Here

Work with a supportive, high-performing team – We believe in trust, autonomy, and working with bright, passionate individuals who drive real impact.

A truly international workplace – Our diverse and inclusive team ensures you'll always feel connected and supported, no matter where you are.

Shape the future of global communication – Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration.

Join a profitable & stable company – We're not a startup experiment, we're a two decade old success story with sustained profitability, meaning we can back your boldest ideas.

What We Offer

Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired.

Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success.

Career Growth & Development – Access to programs and events to keep you at the top of your game.

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

Interview Process

Step 1: Initial Screening – A chat with our Talent Team to understand your background, experience, and motivations.

Step 2: Technical/Role-Specific Interview – A deep dive with your potential manager to assess your skills and fit for the role.

Step 3: Final Interview – A conversation with leadership or cross-functional team members to ensure alignment with our values and mission.

Where You'll be located UK, Coventry - Hybrid (3 days in office 2 days from Home)

We Are Wildix

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