Toku is hiring a
Technical Customer Support Specialist, Remote - Argentina

Summary

The job involves providing technical support for the company's multi-product CCaaS platform, monitoring service availability and performance, troubleshooting and escalating issues when necessary, and documenting client interactions. The ideal candidate should have a bachelor's degree in Electronics Engineering or a related field, proven experience in a customer-facing technical support role, familiarity with CRM software, ticketing systems, service monitoring tools, and remote troubleshooting support tools, excellent communication skills, knowledge of VoIP and SMS technologies, and bilingual proficiency in Spanish and English.

Requirements

• Bachelor's degree in Electronics Engineering, Computer Engineering, or a related field (or equivalent work experience)
• Proven experience in a customer-facing technical support role, preferably in the Voice and SMS or telecommunications industry
• At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment
• Familiarity with CRM software, ticketing systems, service monitoring tools, and remote troubleshooting support tools. Zendesk is a plus
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical clients
• Knowledge and understanding of VoIP and SMS technologies, protocols, and industry best practices would be an advantage
• Should be willing to work in shifting schedules
• Bilingual speaking in both Spanish and English to a professional level is a must for this role

Responsibilities

• Provide support for all technical queries from customers related to Toku’s multi-product CCaaS platform via email and other asynchronous channels
• Own the customer experience and work to exceed their expectations
• Monitor client service availability and performance, proactively identifying potential disruptions and taking corrective actions
• Monitor the health and performance of the voice and SMS network infrastructure using monitoring tools and dashboards
• Respond promptly to alerts and incidents, diagnosing and resolving technical issues to minimize service downtime
• Perform initial interconnection setup steps for new voice clients and vendors
• Participate in ad-hoc tasks as requested by the team management
• Serve as the primary point of contact for clients seeking technical assistance via various communication channels (phone, email, ticketing system)
• Follow standard procedures for troubleshooting and escalating technical issues, adhering to established service level agreements (SLAs)
• Collaborate and escalate complex technical issues to Tier-2 or Tier-3 teams while ensuring clear communication with clients about the escalation process

Benefits

• Flexible working locations
• Training and Development
• Discretionary Yearly Bonus & Salary Review
• Healthcare Coverage based on location
• 20 days Paid Annual Leave (excluding public holidays)