About Mixvoip

We are Mixvoip, a vibrant Luxembourg-based company providing cloud telephony, smart networking, and high-speed internet services. We believe communication should be simple, personal, and reliable, and that’s where you come in!

We’re looking for a Customer care agent to be the voice of Mixvoip, supporting our clients and ensuring their communication systems run smoothly.

About the role

As a Customer care agent, you’ll be the first point of contact for our customers, providing technical support, troubleshooting issues, and ensuring an exceptional service experience. You’ll help businesses stay connected by resolving voice, internet, and PBX-related questions with patience and professionalism.

Your role goes beyond answering tickets. You’ll listen to our clients’ needs, translate their challenges into solutions, and collaborate closely with our technical teams to continuously improve our customer experience.

Key responsibilities

Provide Level 1 & 2 technical support for Mixvoip's voice, network, internet and cloud PBX services.
Troubleshoot VoIP-related issues, including SIP registration, call failures, call routing, audio quality and connectivity problems.
Investigate network issues involving IP addressing, DNS, DHCP, VLANs, NAT and firewalls.
Analyse SIP signalling, call flows, system logs and diagnostic information to identify the root cause of incidents.
Support the configuration and troubleshooting of IP phones, softphones, routers, gateways and other communication equipment.
Identify, investigate and resolve incidents before escalating more complex cases to specialised technical teams.
Provide clear and structured escalation reports, including troubleshooting steps, logs and technical findings.
Monitor and follow up on open tickets, ensuring timely resolution and regular customer communication.
Document recurring issues and contribute to internal knowledge bases, FAQs and troubleshooting procedures.
Collaborate with engineering, developers and other departments to improve service quality and internal processes.
Provide technical guidance and assistance to customers and colleagues when needed.
Participate in an on-call rotation for urgent incidents outside regular business hours (with appropriate compensation).

What do we need from you?

Excellent communication skills in English and French (German or Luxembourgish are strong assets).
Basic understanding of IP networking: IP addresses, DNS, DHCP, routers, switches and firewalls.
Familiarity with VoIP, SIP, IP telephony or PBX systems is an advantage.
Basic knowledge of SIP signalling, call flows and troubleshooting is a plus.
Familiarity with diagnostic tools such as Wireshark, packet captures or log analysis is appreciated.
A strong troubleshooting mindset: you enjoy investigating problems, analysing technical information and finding solutions.
Curiosity and willingness to learn about VoIP, networking and Mixvoip's internal tools and platforms.
Comfortable working with ticketing systems, documenting investigations and managing priorities.
A team player who communicates clearly, shares knowledge and enjoys collaborating with colleagues.
Flexibility to occasionally handle urgent customer requests outside regular hours.

Our way to support you the best

We don’t expect you to know everything from day one.

You’ll benefit from a detailed onboarding program, hands-on training sessions, and daily guidance from our senior support and engineering teams.

We’ll help you grow your confidence in VoIP, customer communication, and technical troubleshooting, turning you into a telecom expert step by step. Our team believes in learning by doing and supporting one another every day.

A new way to apply: Join Mixvoip’s success story

Join Mixvoip and you won’t just be connecting businesses to high-speed internet, fiber, satellite, phone, or mobile networks – you’ll be connecting people, forging relationships, and making a real difference in our story.

So, if you’re prepared to embark on an engaging journey and play a pivotal role in Mixvoip’s saga, here’s an unconventional route to apply

We invite you to record a brief video with your smartphone. Share why you’re drawn to this role or pose any questions or doubts you might have. It’s about keeping the conversation open and engaging! Please remember to attach your CV in PDF format too.

Instead of a conventional motivational letter, we’d like you to employ an AI of your choice. This not only mirrors our technology-focused approach, but it also allows you to showcase your adaptability to new tools. It’s less about the letter, more about your interaction with AI that we’re keen on.

PS: Want to know who you’ll be journeying with? Meet me, Yves Deffo

Empathetic and caring, I’m passionate about supporting others and creating meaningful connections. I focus on understanding people’s needs and offering the right care to help them feel supported and valued.

At Mixvoip, our customer care team combines empathy with a strong technical orientation. I believe great support comes from understanding both people and technology, working together to deliver solutions that truly help our customers.

Outside of work, I love spending time with my family and traveling the world - a perfect way to recharge and stay inspired.

Customer care agent

Informationen