Customer Care Agent – Voice & Internet Support

About the role

Join Mixvoip, a Luxembourg‑based provider of cloud telephony, smart networking and high‑speed internet. As a Customer Care Agent you will be the first point of contact for our clients, delivering technical support for voice, internet and PBX services and ensuring a smooth communication experience.

Key responsibilities

• Provide Level 1 & 2 support for Mixvoip’s voice, network and internet services.
• Troubleshoot and resolve VoIP, PBX and connectivity issues.
• Analyse SIP call flows and log files to identify technical problems.
• Escalate complex cases to senior engineers or specialised teams.
• Document recurring issues and contribute to internal knowledge bases and FAQs.
• Offer technical support and training to internal teams and, when needed, directly to clients.
• Coordinate with other departments to ensure smooth implementation and follow‑up on customer requests.
• Monitor open tickets to guarantee timely, high‑quality resolutions.
• Participate in an on‑call rotation for urgent after‑hours support.

Required profile

• Excellent communication skills in English and French; German or Luxembourgish are a plus.
• Curiosity and willingness to learn about VoIP, networking and Mixvoip’s tools.
• Problem‑solving mindset with a proactive attitude.
• Comfortable using ticketing systems and working in a structured environment.
• Team player who shares ideas and collaborates effectively.
• Flexibility to handle occasional urgent requests outside regular hours.

Required skills

• VoIP
• PBX
• SIP call‑flow analysis
• Ticketing system usage
• Basic networking concepts (IP addresses, routers, modems)

What we offer

• Comprehensive onboarding program and hands‑on training.
• Daily guidance from senior support and engineering teams.
• Opportunities to develop expertise in VoIP, customer communication and technical troubleshooting.