Bilingual (French/English) Tier 1 Support Representative

Job not on LinkedIn

🔥 8 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cloudli Communications

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1982

📡 Telecommunications

☁️ SaaS

🤝 B2B

Telecommunications • SaaS • B2B

Cloudli Communications is a business-focused cloud communications provider that delivers cloud phone/UCaaS, IP fax, alerts/notification services, SIP trunking, call center features, and managed connectivity (Internet access, cellular wireless, SD‑WAN Lite). Cloudli targets small-to-medium organizations and industry verticals such as healthcare, retail, construction/real estate, education, professional services and government through partner channels and direct services. Their product portfolio emphasizes reliable, secure and compliant IP fax for healthcare, scalable alerts/notifications for large-scale messaging, and cloud voice/telephony integrations (including Microsoft Teams), positioned as managed and hosted communications solutions for businesses.

📋 Description

• Provide frontline technical support to customers in French and English • Troubleshoot common VoIP, phone, and connectivity issues • Perform Tier 1 troubleshooting for phone registration, inbound and outbound calling, call routing, audio, call quality, latency, jitter, packet loss, voicemail, basic features, and IP device connectivity • Follow established troubleshooting procedures • Document customer interactions, troubleshooting steps, and resolutions clearly and accurately in support tickets • Resolve customer requests in a timely and professional manner • Recognize issues requiring escalation and escalate complex issues to Tier 2 with complete troubleshooting details • Work collaboratively with support team members while also working independently

🎯 Requirements

• At least 1 year of experience in technical support, help desk, customer support, or VoIP support preferred • Experience working in a fast-paced, customer-focused support environment • Fluency in both French and English, written and verbal, required • Ability to provide professional technical support to customers in both French and English • Basic understanding of VoIP technologies and services • Basic understanding of SIP and RTP • Familiarity with IP networking concepts, including IP addressing, connectivity, routers, firewalls, and basic network troubleshooting • Ability to perform Tier 1 troubleshooting for common VoIP issues • Ability to follow established troubleshooting procedures and support documentation • Experience using ticketing systems and remote troubleshooting tools • Ability to maintain clear and accurate documentation • Ability to recognize issues requiring escalation and provide complete troubleshooting details to Tier 2 • Strong customer service and communication skills • Strong troubleshooting and problem-solving abilities • Ability to communicate technical information clearly to non-technical customers • Ability to remain professional when working with frustrated customers • Ability to follow established processes and procedures • Ability to work independently while collaborating with support team members • Detail-oriented with strong documentation and ticket-management habits • Willingness to learn and develop technical VoIP and networking skills • Strong ownership and follow-through on assigned customer requests • Previous experience supporting VoIP or Unified Communications services • Experience supporting IP phones, ATAs, or similar VoIP devices • Familiarity with SIP, RTP, and basic VoIP call flows • Experience with Zendesk, Jira Service Management, or similar ticketing platforms • Familiarity with remote device provisioning and troubleshooting • Basic understanding of NAT, firewalls, DHCP, DNS, and network connectivity

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.

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