Voice Support Engineer

• One platform” What we value Every CM.com colleague, connects to our 4 shared values : Drive and Lead You take initiative, make decisions and recognize opportunities.
• You are comfortable with change and you love working in a high paced environment.
• As a Voice Support Engineer, you’ll be the technical point of contact for customers and operators around the world who rely on our voice services.

About CM.com

• We turn every customer interaction into an opportunity.
• “The entire customer journey.
• Making mistakes is part of moving forward.
• You like to experiment, learn continuously and actively share knowledge and insights with others.
• Together and Care We work together and we believe that diverse perspectives lead to stronger outcomes.
• You value the social side of work, you show genuine interest and care about one another’s well-being.
• Speed and Change By welcoming AI Agents into our organisation, we fundamentally change how work is done.
• We’d be happy to connect and see if we can make it work together.
• We have something for everyone.
• Our diverse perspectives fuel innovation and drive us forward.
• We welcome everyone, regardless of age, background, or beliefs.
• Priorities shift, AI is actively changing how we work and we embrace that reality.

Responsibilities

• We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.
• Grow and Learn The growth of our colleagues and our customers is our priority.
• This isn’t a ticket-closing role: you’ll own the quality of our support by finding the patterns behind the tickets and removing them at the source.
• With our support ever evolving, you’ll have a real say in how we do support in the future.
• You will Resolve voice-related tickets from customers and operators globally, with clear communication and a focus on getting to the root cause.
• Identify recurring issues and repetitive manual work, and turn those insights into concrete improvements that cut ticket volume and handling time.
• Fix the problems you uncover yourself where you can, and collaborate with the development team to design and implement solutions where you can’t.
• Document solutions, troubleshooting steps, and known issues so customers can find answers on their own and colleagues don’t solve the same problem twice.
• Shape our support processes, (AI) tooling, and ways of working, setting the standard for how we handle support as we grow.
• Use AI tools actively to improve your own work: experiment, automate, and share what works with your team.

Requirements

• A Bachelor’s or Master’s degree (HBO/WO) in a technical field, or equivalent experience A hands-on, can-do mentality and the drive to fix problems rather than work around them An analytical mindset, with the ability to find the root cause behind issues
• The ability to juggle multiple complex support cases at once Knowledge of VoIP systems, SIP, RTP or computer networking (a plus)
• Experience with support ticket processes, ideally in Jira Service Management (a plus)
• Clear written communication, so your documentation and customer replies are easy to follow
• Fluency in Dutch and English, both written and spoken
• You’re actively experimenting with the newest models / products to supercharge yourself at work.

Benefits

• As a CM.com club member, you’ll have the following benefits: Onboarding : Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.
• Daily healthy lunches and snacks to keep you energized.
• The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be.
• We have CM company cars that you can use for client visits as well.
• A solid pension plan.
• Recharge with 25 vacation days, plus the option to purchase 10 additional days.
• Become a shareholder with our Employee Share Purchase Program.
• We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving Vitality : Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues.
• Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.
• Together at CM.com : Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more!

Believe you’d be a great fit for this role, even if you don’t tick every box? Reach out to our Recruitment team!

• Before you apply We work on-site, move fast, and expect you to bring your own thinking.
• If that sounds like a great environment to you, we'd love to hear from you.

Note

For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.