Customer Support Agent - Voice

  • Customer Services
  • Amman, ‘Ammān (Al ‘Aşimah), Jordan

Customer Support Agent - Voice

Job description

Communication is our business

Unifonic provides solutions for better customer engagement through a cloud-based platform. We empower businesses to engage with their people through a variety of channels, making their communication conversational, more meaningful and with ease!

Customer Support Agent - Voice

Our Customer Support Agent is responsible for providing world-class support to Unifonic’s customers and partners.


  • Be the face of Unifonic when customers/partners experience issues or need something from the company.
  • Investigate and troubleshoot the quality of service issues: networks, carriers, operators, API, bugs, etc.
  • Liaise with internal teams or suppliers to escalate and solve issues.
  • Deliver a great customer experience by ensuring the customer tickets are managed in a timely and customer-centric manner.
  • Work in internal projects to improve Unifonic’s customer-centric model.


  • Hands-on 3+ years of recent experience in customer or technical support in telecommunications and/or Software as a Service industry.
  • Good knowledge of technical infrastructures, networks, servers, software and database administration, and maintenance.
  • In-depth knowledge of voice standards (eg: SIP, IP telephony, VoiceXML, WebRTC, Asterisk, Freeswitch).
  • Bachelor's degree in Engineering, Software, or other IT related fields.
  • Proven ability to develop highly innovative solutions to very complex problems.
  • Ability to work under high client/department demands and high availability.
  • Self-motivated and ability to work independently with a minimum level of supervision.
  • Fluent in English and Arabic with excellent writing/editing and verbal communication skills.
  • High flexibility with working hours.