Customer Care Agent – Voice & Internet Support

About the role

We are looking for a Customer Care Agent to be the voice of Mixvoip, providing first‑line technical support for our voice, networking and internet services. You will help businesses stay connected by resolving VoIP, PBX and connectivity issues with professionalism and patience.

Key responsibilities

• Provide Level 1 and Level 2 support for Mixvoip’s voice, network and internet services.
• Troubleshoot and resolve issues related to VoIP, PBX, SIP call flows and connectivity.
• Analyse SIP call‑flow logs to identify technical problems.
• Escalate complex cases to senior engineers or specialised teams.
• Document recurring issues and contribute to internal knowledge bases and FAQs.
• Provide technical support and training to internal teams and, when relevant, 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.
• Strong problem‑solving mindset and curiosity to learn about VoIP, networking and Mixvoip’s tools.
• Basic understanding of internet fundamentals (IP addresses, routers, modems) or eagerness to learn.
• Comfortable using ticketing systems and working in a structured environment.
• Team player who asks questions, shares ideas and collaborates.
• Flexibility to handle occasional urgent requests outside regular hours (with compensation).

Required skills

• SIP call‑flow analysis
• VoIP troubleshooting
• PBX system knowledge
• Network connectivity troubleshooting
• Ticketing system usage

What we offer

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