Customer Support Representative

The Challenge Ahead

• As part of the Customer Support L1 team, you’ll be the person customers rely on when something isn’t working as expected. Your job is to investigate, understand the root cause, and guide customers clearly and confidently.

• We’re looking for people who love to figure things out - people who notice patterns, enjoy breaking problems into pieces, and can explain technical issues in a simple way.

• This role is perfect for someone who has always been a bit geeky:

  • You can handle basic computer troubleshooting

  • You’re comfortable navigating system settings

  • You enjoy understanding how things work

  • You aren’t afraid to dig into logs, connection tests, or edge cases

• No previous VOIP experience is required — we'll teach you everything. What matters most is logic, curiosity, and problem-solving.

What You’ll Do

• Provide top-tier technical support via chat and email

• Investigate call flows, connectivity problems, audio quality issues, device setups, and configuration errors

• Diagnose VOIP-related problems (latency, jitter, firewalls, ISP behaviours, etc.)

• Inspect logs, replicate issues, and gather data for deeper analysis

• Handle a high volume of conversations with accuracy and focus

• Document troubleshooting steps and contribute to our knowledge base

• Represent CloudTalk with empathy, clear communication, and ownership

Who We’re Looking For

🧠 A Logical Thinker: You enjoy solving puzzles, identifying root causes, and structuring your thoughts clearly.

🛠 Tech-Savvy & Curious: You’re not afraid of system settings, connection tests, or exploring how features work. You don’t need to be an engineer - but you should be someone who can dig in.

⚡ Problem-Solver With Ownership: You measure success by problems solved, not ticket volume. You are proactive, responsible, and want to get things right.

💬 Strong Communicator: Clear English (C1). Spanish is a plus.

🤝 Team Player Who Shares Knowledge: We appreciate people who help others learn - curiosity and collaboration are part of our culture.

Benefits Provided

Growth:

💡 1-1 Coaching sessions with our resident communications advisor
📚 Learning and Development Budget

Flexibility:

🏖 Unlimited Paid Time Off
🎗️ Volunteering Days
💻 MacBook for work 

Well-being:

🏖Recharge Fridays once per quarter
🏋🏼‍♀️Multisport Card

Connectedness:

💲 Referral bonuses
👥 Virtual & physical team buildings
👕 Company merchandise