Technical Support Hero

Devyce Limited; City of London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A telecom startup is looking for an Entry-level Technical Support Hero to manage second-line support tasks and tackle technical issues while discovering opportunities for automation and improvement. The role requires excellent communication skills, willingness to learn about VoIP, and a proactive approach to solving problems. Remote work is available with some in-office onboarding required in London.

Qualifications

• Experience in a support role for VoIP products is preferred.
• Ability to learn new technical concepts quickly.
• Self-motivated and proactive in problem-solving.

Responsibilities

• Handle day-to-day support functions as a second line technician.
• Provide support over phone and Slack to clients.
• Investigate call quality issues and interact with engineering.
• Manage expectations with clients and solve critical issues.

Skills

Excellent communication skills

Experience with Linear/JIRA type tools

Experience in a support role for a VoIP product

Experience with analysing data

Experience in a QA role

Ability to work remotely

Ability to think strategically

Strong sense of urgency

Confident spoken English

Job description

Overview

Devyce is disrupting the telecoms sector with a redesigned business phone network. As our first Technical Support Hero your main mission is to be the go-to expert for technical problems and to relentlessly seek ways to improve our processes through automation.

Base pay range

This range is provided by Devyce. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Skills / Experience

(Almost) nothing here is a hard requirement, clearly the more the better but we certainly don't expect you to have it all:

• Either experience in working in a support role for a VoIP product, or demonstrate your ability to pick up technical, new ideas quickly (prepared/ask an LLM prior to the interview).
• Excellent communication skills, both verbal and written
• Experience with Linear/JIRA type tools
• Experience with analysing data
• Experience with low/no-code products and a strong desire to automate away your job
• Experience in a QA role
• Ability to work remotely. You must be self-motivated and hungry to tackle the next problem
• Ability to think strategically in complex and difficult situations
• Strong sense of urgency and ability to prioritise tasks
• Be open and flexible on schedules
• Confident and understandable spoken English
• Able to do onboarding in our London office on at least half of the days in your first month or two; in our office 2+ days a month after that.

Job Role

• As the first “Technical Support” hire you will initially handle all day-to-day aspects of a second line support team, and as the company grows there will be scope to hire team members under you
• You’ll need to very quickly ramp up on our products and all things VoIP
• You will be providing second line support to our largest customers on a dedicated phone line and across Slack
• Investigating call quality issues by looking at logs in Twilio
• Troubleshooting and attempting to reproduce issues across our iOS/Android/softphone apps and work with the engineering team to prioritise fixes
• Explaining new features
• Managing client expectations
• Deal with chargeback, refund and fraud issues
• You’ll need to be creative and proactive in implementing solutions to critical issues
• You’ll need to be comfortable visiting our clients at their offices (travel expensed) and installing desk phones as well as troubleshooting connectivity and network issues
• There will be scope to automate away a large part of your job and potentially move into a new role if you can make yourself redundant
• As the company grows, you will hire and onboard new team members and support in onboarding new team members into adjacent roles
• We have sane, flexible working hours

Bugs

• We’re a small startup with an engineer on call each week. You’ll need to identify which problems you can solve yourself and which require an engineer.
• Identify processes to improve, propose solutions, and work with Account Management and Engineering to implement or build solutions.
• Some processes aren’t written down yet; aim to make them more self-serve.
• There’s not an easy way for our sales team to see which features are available on which platform; you’ll help build processes so information is accessible.
• You’ll start as a team of one with no set timeline for expansion, so expect some grunt work during growth periods.

Devyce

We’re currently around 20 people strong, with devs remote across European time zones. We are based in London with a small office above Waterloo Station. onboarding may require more time in the office initially.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Telecommunications