Application Support Engineer | NUACOM

NUACOM is an Irish company established in 2009 and is quickly becoming the leading B2B Cloud Business Phone System provider in Ireland. The vision of the company is to leverage the latest technologies to build amazing live communication tools for businesses around the world.
High demand for our services is driving our current growth and we are looking for ambitious and talented people to join our team.
We are seeking an experienced Customer Support Representative to provide exceptional support to NUACOM’s customers. This role requires a proactive, customer-focused individual with a strong technical background in VoIP systems, cloud telephony, or business communications. The ideal candidate will be responsible for handling customer inquiries, troubleshooting issues, and ensuring a high level of customer satisfaction.

Job Description

In this role you will be mainly required to perform the following duties:

• Provide first-line support for NUACOM’s VoIP and cloud communication services.
• Respond to customer inquiries via email, phone, and chat, ensuring timely and effective resolutions.
• Troubleshoot technical issues related to VoIP setups, integrations, and network configurations.
• Escalate complex issues to higher-level technical teams when necessary while maintaining ownership of customer interactions.
• Assist customers with integrations into their CRM, helpdesk, or collaboration platforms (e.g., HubSpot, Microsoft Teams, Salesforce, Zoho).
• Engage with the end-user in a professional and empathetic manner and lead to the issue resolution
• Continuously learn the product and contribute to the knowledge base.
• Liaise with the line manager and other departments to get assistance with the issue resolution
• Analyse data from systems and produce reports for consumption by departmental managers
• Responsible for number porting
• Willingness to work flexible hours to align with US time zones.

Job Requirements

Must have:

• Excellent verbal and written skills (English).
• Work experience with support or development for: B2B telecom, SaaS, hosted or on-premise phone systems (PBX), VoIP, UCaaS, SIP or WebRTC Protocols.
• CCNA certified
• Familiarity with troubleshooting network-related issues (e.g., latency, jitter, firewalls, and NAT settings).
• Experience with structure cabling
• PC and Internet skills should be at "Advanced User Level".
• Diploma or reputable Certification in Computer Sciences.
• Ability to work independently while collaborating effectively with a remote team
• Prior experience handling US-based clients and working in a 24/7 support environment is a plus.

So if you find this vacancy suitable for you, please send your CV to our recruitment partner hr@mantis.md and they will contact you for an interview.

We thank you for your interest in our career opportunities!