Customer Care Agent – Voice & Internet Support

About the role

We are looking for a Customer Care Agent to be the first point of contact for Mixvoip’s clients, providing technical assistance for voice, internet and PBX services. You will help businesses stay connected by troubleshooting issues and delivering a high‑quality service experience.

Key responsibilities

• Provide Level 1 and Level 2 support for Mixvoip’s voice, network and internet solutions.
• Troubleshoot and resolve VoIP, PBX and connectivity problems, including analysis of SIP call flows and log files.
• Document recurring issues, update internal knowledge bases and FAQs.
• Escalate complex cases to senior engineers or specialised teams.
• Assist internal teams and, when required, train clients on the use of Mixvoip services.
• Coordinate with other departments to ensure smooth implementation and follow‑up on customer requests.
• Monitor open tickets to guarantee timely and 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.
• Strong problem‑solving mindset and curiosity to learn about VoIP and networking.
• Team player who asks questions, shares ideas and collaborates effectively.
• Willingness to handle occasional urgent requests outside regular hours.

Required skills

• Experience or familiarity with VoIP, PBX and cloud telephony platforms.
• Ability to analyse SIP call flows and related log files.
• Proficiency with ticketing systems and structured workflow environments.
• Basic understanding of IP networking concepts (IP addresses, routers, modems).

What we offer

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