Customer Support Engineer – Entry Level

Proudly voted a Great Place to Work®, we are a dynamic startup in the CPaaS (Communication Platform as a Service) space that is revolutionizing the way businesses communicate. Our team is made up of 400+ energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

At Unifonic, our Client Services team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.

As a Client Services Advisor, you will be dealing with support issues that are complex in nature, carry differing priorities that must be addressed within predetermined service levels, cooperate with multiple stakeholders to perform their day-to-day duties, and represent the company in a visibly supportive manner. 

Help us shape the future of communications by:

• Responding to inquiries from clients and communicating with vendors to help resolve any problems as 1st and 2nd line support via e-mail, phone, and remote connection.

• Executing day-to-day operations that are related to the company’s products and services including but not limited to reports, monitoring project performance, and issue tracking results.

• Providing in-depth training in areas of expertise, general product knowledge, and integration.

• Ensuring the availability of technical infrastructure, systems, products, and services.

• Working closely with cross-function teams to build a consistent client experience and identify opportunities for new product/feature development.

• Ensuring that communication flows internally and externally between different stakeholders at its best.

• Serving as a coach and trusted advisor to valued company clients.

• Establishing, documenting, and communicating best practice processes and procedures for ongoing management and solving operational problems and a database that has a tracking of all operations and documents, including but not limited to the knowledge base, operations manual, marketing reports, processes, and procedures.

• Looking after the implementation of project plans for current and new projects to achieve targets.

• Supporting other agents in progressing their tickets.

• Following up and reporting customer escalations in a timely manner.

What you will bring:

• Fresh graduate or 0-1 years of experience in customer service, technical support, or related fields, with internships or project experience in tech environments preferred.

• Foundational understanding or strong interest in learning technical infrastructures, networks, software systems, and database concepts through on-the-job training and professional development.

• Strong analytical and problem-solving abilities with demonstrated examples from academic projects, internships, or personal initiatives.

• Adaptability to work in fast-paced customer-facing environments with varying priorities and time-sensitive requests.

• Self-motivated learner with eagerness to develop technical skills independently while receiving mentorship and guidance.

• Flexibility with working hours to support customer needs across different time zones.

• Strong communication skills with ability to explain technical concepts clearly to non-technical audiences and willingness to develop presentation capabilities.

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or related fields. Relevant certifications, bootcamp completion, or demonstrated technical aptitude considered.

• Enthusiasm for customer success and technology

• Quick learning ability and growth mindset

• Basic understanding of cloud platforms, APIs, or communication technologies (SMS, voice, messaging) is a plus

  
  

As a Unifone, you will receive a range of benefits:

• Competitive salary and bonus.

• Unifonic share scheme (we are all owners!).

• 30 holiday days after the first anniversary.

• Your Birthday off!

• Spend up to 25 days per year working from anywhere in the world!

• Paid leave and assistance for new parents.