Associate Customer Support Engineer

About the role

Unifonic is looking for an Associate Customer Support Engineer to join its Client Services team. You will be the first point of contact for customers, helping them resolve technical issues and maximize the value of Unifonic’s communication platform.

Key responsibilities

• Respond to client inquiries via email, phone, and remote sessions as 1st and 2nd line support.
• Execute day‑to‑day operations including reporting, performance monitoring, and issue tracking.
• Provide in‑depth training on product features, integrations, and general usage.
• Ensure technical infrastructure, systems, products, and services remain available.
• Collaborate with cross‑functional teams to deliver a consistent client experience and identify new product or feature opportunities.
• Document best‑practice processes, maintain knowledge bases, and manage operational manuals.
• Assist in the implementation of project plans for new and existing initiatives.
• Support fellow agents in ticket resolution and follow up on escalations promptly.

Required profile

• Minimum 2 + years of recent experience in client services or technical support.
• Ability to handle complex issues, prioritize tasks, and meet predefined service levels.
• Strong communication skills and a customer‑focused attitude.

Required skills

What we offer

• A dynamic startup environment recognized as a Great Place to Work®.
• Opportunities for professional growth within a fast‑growing CPaaS company.
• Collaborative culture that encourages creativity and new ideas.