NOC JUNIOR

Established since 2011, Vox Solutions has been at the forefront of innovation in voice and messaging marketplace. We are certainly not a start-up, but a scale-up company with ambition to become a major player in our industry with new and innovative solutions that can address the needs of our constantly evolving telecommunications landscape.

Our people and our customers are at the center of everything we do at Vox Solutions. Our solutions are designed to support the challenges facing the operators and enterprises around the globe in a highly competitive and disruptive landscape. Our passion is to provide our customers solutions that can increase their profitability, decrease their cost and improve their operational efficiency with the ultimate goal of optimizing their end-user customer experience.

To reach our ambitious growth plans in the coming years, Vox Solutions is expanding and looking for strong candidates to join our international and diverse team.  If you are looking for a fresh start to an exciting career path with a company that is set to grow into a major player in the market and have the will and passion to join a team that is passionate about its employees, customers, technology and innovation then Vox Solutions is the place for you.

Position Overview

As NOC Junior in our Customer Support Team, you will work with technical requirements and need good analytical skills to convert our customers’ needs into professional solutions.

Your responsibilities are:

• Provide 24/7/365 support services via a ticketing system, chat platforms, phone calls, and/or remote access.
• Working in close collaboration with your colleagues to ensure that service delivery to the customer is of the highest quality standard.
• Serve as the primary initial responder within the Customer Support Department in identifying troubleshooting and resolving service problems. 
• Understanding company products, routing strategy, internal systems, and links with serviced departments.
• Equipment monitoring and escalation to the appropriate support department, according to defined workflows.
• Testing the performance of aggregators or MNOs to improve route statistics.
• Serve as the primary point of contact for third-party service providers who will be contacted for issues, outages, and troubleshooting.
• Responsible for complex delivery issues and incidents reported by Customers and other teams.
• Servicing other departments in meeting the SLAs based on established KPIs (matching agreed response times, ticket follow-up, and escalation in accordance with priority).
• Be involved in developing procedures for all the activities related to NOC and Routing Departments and shift handover

Key Requirements for the role:

• 2+ years of experience working in a global technical or support role within telecommunications, data network, or application server environment.
• Availability to have a flexible schedule because we provide full 24-hour support for clients.
• Advanced knowledge of English is a must (speaking and writing)
• Intermediate Microsoft Office skills (especially Excel)
• Good problem-solving and analytical skills.
• Strong ability to prioritise and multitask in a fast-paced environment.

Would be a plus if you:

• Have a passion for telecommunications and a keen interest in mobile devices and upcoming technology.
• Enjoy knowledge sharing.
• Become a proactive team player.
• Enjoy prioritising and managing your own tasks.

What you will experience with us is a professional and diverse working environment with a growing and ambitious company that is agile and innovative.  Our culture is one of constant improvement with the highest level of employee and customer centricity. We are result oriented, entrepreneurial and passionate about what we do and the value we bring to the market. We take great pride in our values and goals that are built around teamwork, personal responsibility, making a difference and bringing value to our customers and the industry.  We offer very competitive remuneration and benefits and are flexible with the location.