About the Role

Technical Support Hero is the first technical support hire at Devyce, a startup redesigning business phone networks. The role involves providing second-line support for VoIP products, troubleshooting technical issues, and automating processes to improve efficiency. As the company grows, there will be opportunities to hire team members and transition into other roles within the company.

Key Responsibilities

• Provide second-line technical support for VoIP products via phone and Slack
• Investigate call quality issues using logs in Twilio and troubleshoot across iOS/Android/softphone apps
• Automate support processes and build internal tools to improve efficiency
• Manage client expectations, handle chargebacks, refunds, and fraud issues
• Visit client offices to install desk phones and troubleshoot network connectivity issues

Required Skills & Qualifications

Must Have:

• Experience in a support role for a VoIP product OR ability to quickly learn technical concepts
• Excellent verbal and written communication skills
• Ability to work remotely with self-motivation and a proactive problem-solving attitude
• Confident and understandable spoken English

Nice to Have:

• Experience with Linear/JIRA type tools
• Experience with analysing data
• Experience with low/no-code products and automation
• Experience in a QA role
• Ability to think strategically in complex situations

Benefits & Perks

• Flexible working hours with no regular 60-hour weeks
• Opportunity for 4-4.5 day work weeks to maintain work/life balance
• Scope to move into new roles within the company after automating tasks