About the job
Please submit your CV in English
Join a dynamic global SaaS firm that has recently secured a $28M Series B funding round!
We offer structured mentorship and continuous upskilling opportunities.
Our new office is located in the heart of Prague at Namesti Republiky. Enjoy a 5-day in-office schedule with the possibility of occasional remote work based on mutual agreement.
Compensation includes a base salary ranging from 30,000 to 35,000 CZK gross/monthly, plus a monthly bonus of up to 20% based on your productivity and customer satisfaction metrics.
Working hours are Monday to Friday, either from 14:00 to 22:30 or from 15:30 to 00:00.
The Challenge Ahead
- As a vital member of our Customer Support L1 team, you will be the go-to person for customers encountering issues. Your main task will be to analyze, identify the root causes of problems, and provide clear and confident guidance to customers.
- We seek individuals who thrive on solving puzzles, those who can spot patterns, break down problems, and simplify complex technical issues for our customers.
- This role is ideal for tech enthusiasts:
- Basic computer troubleshooting is second nature to you.
- You feel at ease navigating system settings.
- You have a passion for understanding how technology works.
- You are willing to investigate logs, connection tests, and edge cases.
- No prior VOIP experience is necessary, we will provide comprehensive training. What is crucial is your logical mindset, curiosity, and problem-solving skills.
Your Responsibilities
- Deliver exceptional technical support through chat and email.
- Investigate call flows, connectivity issues, audio quality concerns, device configurations, and setup errors.
- Diagnose VOIP-related challenges, such as latency, jitter, firewall configurations, and ISP behaviors.
- Examine logs, replicate issues, and collect data for deeper analysis.
- Manage a high volume of inquiries with precision and attention to detail.
- Document troubleshooting processes and contribute to our knowledge base.
- Represent CloudTalk with empathy, clear communication, and a sense of ownership.
Who We’re Seeking
A Logical Thinker: You enjoy unraveling puzzles and identifying root causes, structuring your thoughts with clarity.
Tech-Savvy & Curious: You are comfortable with system settings, connection tests, and eager to explore how features operate. While you don’t need to be an engineer, you should possess an inquisitive nature.
Problem-Solver With Ownership: Your measure of success is based on issues resolved rather than the number of tickets closed. You are proactive, accountable, and aim for excellence.
Strong Communicator: Proficient in English (C1 level); Spanish is a bonus.
Team Player Who Values Knowledge Sharing: We cherish individuals who foster learning among peers, curiosity and collaboration are integral to our culture.
Why Join CloudTalk?
Be Part of an Innovative Global Tech Product: Support a modern cloud-based communication solution that is transforming customer interactions worldwide.
