Support Specialist L1 - Remote

Hello! ✨ We’re Wildix , a global leader in Unified Communications & Collaboration as a Service (UCaaS) and we’re on a mission to redefine how businesses connect. Our secure, web-based and AI-powered solutions help companies around the world collaborate smarter, serve customers better and grow stronger — and we want you to help shape what’s next. About Us… In 2005, brothers Dimitri and Steve Osler set out to reimagine how businesses communicate, and that vision became Wildix. Today, from our headquarters in Tallinn, Estonia, Wildix is one of the world’s fastest-growing UCaaS companies, with 300+ team members from 15+ nationalities, working across Europe, the UK, the Americas and beyond. We serve businesses in 135+ countries through a partner-first ecosystem, delivering secure, intuitive solutions that keep companies connected, productive and ready for what’s next. At Wildix, we don’t just build technology, we live it. As a remote-first company, we rely on our own platform every day to collaborate globally and innovate fast. With steady growth and a strong foundation, we offer real opportunities to advance your career as we scale, making an impact in a global team that’s shaping the future of work. At Wildix, our mission is clear: Empower companies worldwide with seamless communication solutions that drive productivity, efficiency, and growth. About The Role As a first-line Support Specialist, you are the first point of contact for partner technical requests. Your job is to make sure every request is quickly understood, resolved where possible, or routed to the right team — keeping tickets moving and partners informed. You'll run first-line checks, assist with service configuration and provisioning, coordinate with internal teams and external vendors, and help deliver fast, clear answers on telephony and messaging services. What You Will Do Act as the first point of contact for partner technical requests — make sure each is understood, prioritized and handled professionally Take ownership of requests end-to-end and proactively resolve issues that arise — handle first-line cases directly and route the rest to the right team, following them through to resolution Run first-line checks — review logs and traces to pinpoint where an issue sits Assist with service configuration and provisioning — guide partners and validate the information needed for accuracy Work with internal systems and external vendor portals, keeping data accurate and requests moving Provide timely status updates and respond to partner inquiries in a professional, efficient manner Identify and escalate recurring issues to ensure prompt resolution Collaborate with cross-functional teams to resolve more complex cases Maintain and update documentation, guidelines and best practices What You Will Bring Minimum 1 year of experience in customer or technical support Comfortable with CRM / ticketing tools Basic troubleshooting and an analytical mindset — able to read logs/data and localize a problem Experience coordinating with third parties, vendors or other teams Strong communication and interpersonal skills Excellent attention to detail and problem-solving abilities Ability to prioritize tasks and work in a fast-paced environment Ability to work both independently and as part of a team A fast learner, comfortable picking up a new technical domain Fluent English (written and spoken) Bonus Points If Have A technical mindset and specific technical skills are a strong advantage Familiarity with telecom services (DIDs, calls, messages) and basic phone-system configuration (dial plan, call forwarding, feature checks) Understanding of how modern data entities are structured and configured Experience reading monitoring dashboards, analytics and logs to spot and validate anomalies Comfortable using AI tools to speed up routine work (drafts, summaries, trace reviews) Why You’ll Love It Here 👫 Work with a Supportive, High-Performing Team – We believe in trust, autonomy, and working with bright, passionate individual s who drive real impact. 🌍 A Truly International Workplace – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are. 🚀 Shape the Future of Global Communication – Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration. 💼 Join a Profitable & Stable Company – We’re not a startup experiment, we’re a two decade old success story with sustained profitability, meaning we can back your boldest ideas. What we offer 🏖️ Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired. 💻 Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success. 🚀 Career Growth & Development – Access to programs and events to keep you at the top of your game. 🌱 Well-being Support – We offer access to psychology sessions to support your mental and emotional health Happy with them? We offer even more! Our Benefits are country-specific, you can ask your recruiter for more information Interview Process 🤝 Step 1: Initial Screening – A chat with our Talent Team to understand your background, experience, and motivations. 🛠️ Step 2: Technical/Role-Specific Interview – A deep dive with your potential manager to assess your skills and fit for the role. We Are Wildix Wildix is an equal-opportunity employer. We value diversity and welcome all applicants regardless of race, gender, age, religion, or any other characteristic. Everyone is encouraged to apply and is welcome to join our Blue Ecosystem. Ready to join us? Apply Now!