Technical Support Engineer

Intergo Telecom, a rapidly growing and privately owned technology company, specializes in the development, marketing, and operation of advanced telecommunication platforms and services (SaaS and CPaaS). As a competitive force in our sector, we are committed to creating innovative tech solutions for our global clientele.

We invite self-motivated, passionate, and responsible individuals with a thirst for learning and a love for technology to join our international team of professionals. We are looking for a highly customer service-oriented Technical Support Engineer to provide enterprise-level assistance to our valued customers for our products SMS.to and Telxi.com.

In this role, you will contribute to the growth of our Enterprise Voice & Messaging platforms, offering SIP Trunking, Global DIDs, SMS Messaging, and powerful APIs to businesses of all sizes. Our diverse client base includes startups, established companies, financial institutions, universities, marketing agencies, delivery apps, government agencies, and more.

Your typical responsibilities will include:

  • Providing timely technical support to customers via various channels such as phone, email, and chat applications.
  • Diagnosing and troubleshooting and resolving technical issues related to SMS and Voice services, including network and connectivity problems.
  • Assisting customers with account setup, integration with APIs, and SIP Trunks.
  • Collaborating with internal teams to resolve complex issues and escalate unresolved issues to appropriate teams.
  • Maintaining accurate records of customer interactions and technical issues in our help desk software.
  • Providing prompt and accurate feedback to customers and ensuring all issues are properly logged and tracked.
  • Maintaining knowledge of help desk procedures, products, and services to provide the best support to customers.
  • Providing technical training to customers on our products and services.
  • Working with the Sales and Marketing teams to identify customer needs and opportunities for upselling or cross-selling products while keeping customer records up-to-date.
  • Analyzing customer data and activity to identify trends and improve our products and services.
  • Maintaining a high level of professionalism and customer service at all times.
  • Generate comprehensive activity reports to ensure efficient resolution of customer issues.

Requirements

  • Proven working experience as a Technical Support Engineer or similar role
  • Experience with help desk software, databases, and log management tools such as Kibana, Graylog, and API platforms
  • Strong troubleshooting and problem-solving skills
  • Excellent communication and client-facing skills
  • Ability to multitask and prioritize work in a fast-paced environment
  • Bachelor’s degree in Information Technology, Computer Science, or related field
  • ´╗┐Experience in SMS and Voice services and related technologies is considered a strong plus

Benefits

At Intergo Telecom, we create technology telecommunication products that enable businesses to enhance communication, reduce costs, and increase ROI. Our hybrid/remote team utilizes Slack for communication, Jira for task organization, and Confluence for knowledge management. We provide opportunities for continuous growth and development.

Work flexibly from our Paphos office or 100% remotely. If you choose our office, enjoy unlimited coffee and a well-stocked fridge.

Additionally:

  • Flexible working hours while covering the main business hours in cooperation with the team
  • Fast-growing company
  • Latest Technology
  • Competitive Salary
  • Growth and learning opportunities

Join our team as a Technical Support Engineer and be part of our mission to provide exceptional technical support to our valued customers. Apply now!