Customer care agent

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 support for customers using Mixvoip’s voice, network, and internet services.
• Troubleshoot and resolve issues related to VoIP, PBX, and connectivity systems.
• Analyse SIP call flows and call-related log files to identify and resolve technical issues.
• Escalate complex cases to senior engineers or specialized teams when needed.
• Document recurring issues and contribute to internal knowledge bases and FAQs.
• Provide technical support and training to internal teams and, when relevant, directly to clients.
• Coordinate with other departments to ensure smooth implementation and follow-up on customer requests.
• Monitor open tickets to ensure timely and high-quality resolutions.
• Contribute to improving internal processes by sharing insights from client feedback.
• Participate in an on-call rotation for urgent customer support after hours (based on schedule).

What do we need from you?

• Excellent communication skills in English and French (German or Luxembourgish are strong assets).
• Familiarity with basic voice systems or platforms (such as VoIP, cloud telephony, or PBX) is a plus, but curiosity and willingness to learn matter most.
• A problem-solving mindset: you enjoy asking questions, digging into issues, and finding solutions.
• Curiosity and willingness to learn about VoIP, networking, and Mixvoip’s in-house tools.
• Basic understanding of how the internet works (IP addresses, routers, modems – you know the basics or are eager to learn).
• Comfortable using ticketing systems and working in a structured environment.
• A team player who asks questions, shares ideas, and enjoys collaborating with colleagues.
• Flexibility to occasionally handle urgent customer requests outside regular hours (with proper compensation).

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.