Sinch Looking for Technical Support Analyst – level 1 at India Full Time

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation in 2008.

Sinch’s core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 3,000 employees across 55 different countries.

The SaaS Applications team is responsible for delivering innovative solutions through conversational platforms and next-generation communication channels like WhatsApp, Instagram, Tele-gram, Apple Business Chat, Line, Kakao Talk, and other telecommunications channels like SMS, MMS, and RCS.

We are looking for on site or remote candidates in all India.

The essence of the role:
The Customer Support Analyst N1 provides an outstanding support experience for our customers.

We are looking for a proactive, communicative person who likes to be hands-on and wants to be a key player in the growth of the business. This professional will be responsible for:

• Support Sinch platforms and applications
• Be dedicated to providing exceptional customer service
• Investigate problems and provide creative solutions to several kinds of issues
• Interact with our clients to solve their problems
• Perform triage, root cause analysis, debugging and troubleshooting across our messaging platforms
• Lead and participate in customer facing calls helping to communicate progress updates, action plans, and resolution details
• Document procedures and share the knowledge with the team

Requirements:
Requirements:

• Fluency in English – additional languages are a plus
• Experience with issue trackers like Jira
• Knowledge in Office Package
• A real passion for and proven experience of supporting technology across multiple platforms
• Strong problem-solving capabilities and ability to adapt to new processes and procedures quickly in a fast-paced environment
• Experience with telephone assistance, chat and ticket

Big Plus!

• Knowledge of Whatsapp APIs and chatbots
• Experience in interpreting technical logs
• Conflict management skills and emotional intelligence

Benefits:
Sinch is a global company composed of people from different countries and cultures. Our bene-fits adjust regionally to support employees and help them to thrive in every stage of life. We offer valuable benefits and resources, including health and life insurance, a flexible work environment, retirement savings plans, and more.

Our Hiring Process:
In Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. Our Talent Acquisition team, together with hiring managers and the rest of the interviewing team, persistently work towards identifying the candidates that best fit each open job, based on Sinch’ s hiring needs and candidates’ career expectations.

We encourage applications from strong candidates with relevant professional backgrounds for this role. Not all applicants will meet all job requirements exactly! Even if you do not meet all job requirements, don’t let that stop you from considering Sinch for the next step in your career. We are always open to candidates that could bring new ideas and perspectives to Sinch!