Junior Technical Support Specialist, Voice

Join us in creating the most personalized cloud communications solutions worldwide together!

Why Dexatel : Founded in 2015, Dexatel is an employee-owned company devoted to providing businesses with the tools they need to connect with their customers. As a leader in CPaaS, we provide omnichannel communications solutions to clients like TikTok and Alibaba. We empower businesses to build and deploy scalable communication solutions tailored to their specific needs, ensuring enhanced customer satisfaction and increased operational efficiency. Our culture is based on caring for our clients and prioritizing their business outcomes.

Our mission is to provide a personalized and individual experience to every customer.

Why this role matters: This role plays an important part in keeping our voice services stable, high-quality, and reliable. You'll learn how our voice systems work, build a strong technical foundation, and grow into a stronger technical role over time, all while helping us deliver a great experience to our customers.

What you will do:

Resolve technical support tickets within established timeframes, escalating complex issues to senior team members when needed.

Help monitor customer complaints and flag recurring issues to the team.

Monitor daily system performance and identify potential issues, with support from senior colleagues.

Assist with investigating technical problems, working alongside senior colleagues, partners, and providers.

Suggest ideas to improve processes, workflows, and customer experience.

Support the team in evaluating tools and solutions that improve efficiency.

Collaborate with cross-functional teams to help resolve issues and support service improvements.

Maintain technical documentation and share customer feedback and insights with the team.

Use AI tools to support troubleshooting, technical research, documentation, and data analysis.

Look for opportunities to automate repetitive support and monitoring tasks, with guidance from senior colleagues.

What you will bring:

1+ years of experience in Technical Support, Customer Support, IT, or a similar area.

Strong interest in telecommunications and a willingness to learn voice systems.

Experience with traffic monitoring, troubleshooting, incident management, and escalation processes.

Familiarity with APIs, SQL, log analysis, or monitoring tools.

Good analytical and problem-solving skills.

Comfortable communicating with customers, partners, and internal stakeholders.

Willingness to learn technical monitoring and ticketing systems.

Curiosity about AI tools and automation, with interest in applying them to daily workflows.

Ability to use AI tools thoughtfully and evaluate their outputs critically.

Strong communication skills and a proactive, collaborative mindset.

Strong command of English, both written and verbal.

Additional information:

If you are excited about this opportunity, then take your portion of the challenge and send your CV to careers@dexatel.com, indicating the title (“Junior Technical Support Specialist, Voice”) in the subject line of the email.