Technical Customer Support (Second Line)

About the Role
As a Customer Solutions Engineer in our Support team, you will work closely with customers and colleagues to solve advanced issues and requests that require technical expertise. We are specifically looking for someone with experience in VoIP/SIP protocol or with telecommunications and networking, able to troubleshoot call signals and handle support cases with telephone carriers. Other responsibilities would involve access and management of data in our databases (mainly using SQL), or being familiar with our different solutions (Freespee will provide training and support learning for specific tools or programming languages that could be required).

What you’ll do

- Provide first-class Support to both Freespee teams and our customers as issues or questions are raised to our team.

- Assist and educate our Support team with your technical knowledge.

- Use your service-minded personality to creatively and proactively assist customers and colleagues all over the world in their daily work using our services.

- Use SQL to extract or modify data on demand.

- Work with Javascript and API solutions to help deliver our services to customers.

- Troubleshoot telephony issues using the SIP protocol (VoIP) signalling, including raising tickets with our carrier partners when necessary

What do we need from you

- Demonstrable experience with telecommunications as second/third line Support agent (experience with networking, or SIP/VoIP for example) or knowledge of any of these protocols.

- Knowledge or experience using SQL or Javascript or PHP. No formal academic education required but you can demonstrate certain ability with the languages mentioned.

- Ability to perform technical assessments, troubleshoot and determine the root cause of different problems and scenarios.Ability to work positively in a fast-paced, changing environment.

- Supportive mindset, ability to understand the customer’s point of view, and will to walk that extra mile to meet customer's needs.

- It is essential that you are fluent in spoken and written English. Other languages are highly appreciated.

Where you’ll be and how you’ll work
We have three offices: London, Uppsala and Paris. This position is currently open for our Uppsala office, but applications from France or the UK can also be considered. Because we are an international team, if the opportunity allows, you might be able to visit each office to spend time with the different teams.

We are flexible on remote work. You can decide with your manager the frequency to which you meet your team face to face, although some attendance is expected.

We typically work business hours, but we understand that life sometimes gets in the way. As long as you get the job done and are able to either meet your deadlines (or properly manage expectations), we trust that you can organize your own work schedule accordingly.

Freespee wants you to have a good life balance and the opportunities to have advantages like free yoga lessons each Friday, team activities in Sweden, France or UK, and participation in inspiring events.

What you’ll get in return
We have country specific insurances and retirement contributions. You can ask for more details during the interview.

However across all countries (Sweden, UK, France) there are indeed similar benefits such as:

- Country specific health and family insurance

- Country specific retirement contribution

- Sporting & wellness opportunities

- Virtual yoga lessons every Friday

- Personal further education subscriptions through Linkedin Learning or Pluralsight

- Flexible and remote work to suit your personal working style

- Regular team events in France, Sweden and the UK

- True professional & personal life balance giving you peace of mind that you can both work and relax without sacrificing one or the other

- A solid team environment in a company of friends

Working at Freespee
Freespee will offer you an open, unpretentious, goal-oriented culture with a lot of growth potential. We love hackathons, lunch & learn and ping pong, and we encourage labs - which means that 10% of your working time can be focused on your own development.

We offer a competitive benefits package. And we work flexibly; you’re encouraged to find your own balance between working from an office and remotely.

About Freespee
Freespee. 16 nationalities. One brand.

Freespee is a vibrant team of over 60 people made up of 16 nationalities located across London, Paris, and Uppsala. We have a few simple values that are core to the way we work together: be genuine, stay focused, engage others, but most important, make an impact.

Your work, by nature, will accomplish just that. Impact. It will be key in how Freespee delivers its mission, which is to monitor, orchestrate, analyse and optimise human to human conversations. We do this to help businesses ensure they can provide a unified and consistent brand experience to their customers across all conversational channels. We do this because we recognise that the successful companies of the future are the ones that have full control over their customer journeys, not just what happens online.

With a global customer base spanning 20 countries, Freespee already helps its customers capture, analyse, and in some cases recover over 30 million conversational touch-points happening over SMS, email, phone, and WhatsApp each year. With your help we hope to expand this reach to continue helping businesses provide the best conversational journey for all of their customers in a way that looks out for not only the business’s profits, but also the customer’s privacy and safety.

We know that some people may hesitate to send their application if they feel they don't correspond to all the points of the job description. But if you feel that Freespee and our diversity are made for you, please send us your CV!