Sinch Looking for Technical Support Professional at Mumbai, Maharashtra Full Time

We are looking for Enterprise SMS Customer Support Professionals that want to help Sinch’s Customers

The essence of the role

The Customer Support Professional will be responsible for ensuring our most valuable and strategic clients receive industry leading customer experience and technical service quality.

This will be done through managing support tickets, working closely with our clients and cross functional teams the role provides dedicated technical support and service delivery management for key clients who are assigned to them. To be successful in this role you need to be a customer-oriented person who enjoy helping clients with various support issues.

Why join?

You will get the opportunity to work in a fast-growing and fast-paced company where your work really matters. You will be a dedicated support person who will help Sinch’s Enterprise customers.

Why Sinch?

As a global company within SMS/Messaging and with a CPaaS (Communication Platform as a Service) solution we are continuously striving for the top and to be the best in our industry. We want people who really want to make a difference to join.

This is a customer facing role with dedicated Enterprise customer ticket management

Requirements:
As our new Customer Support Professional, you will:
Provide day-to-day support for customer escalations and incident tickets.

Maintain positive and proactive relationships with customers

Conduct problem management and proactive service quality improvements

Individually be responsible for establishing, defining, and refining end to end delivery on services, incidents, and requests for assigned clients

Work closely with Client related issues, answer calls and support clients for all technical issues and requests

Monitor and support the core Sinch messaging platform

Troubleshoot problems with and help reconfigure the messaging platform as needed to ensure the good service quality

Who are you?

To strive and be successful in this role you need to have experience in similar roles within the telecom industry. It is advantageous if you have worked in a global environment before. We are looking for a person who is customer oriented with great client management skills. It’s also very good if you have a similar role today in a telecom company focusing on messaging and want to take on a new challenge, for the right person there may be room for growth and advancements within the organization.

In addition, we see that you have:
Worked with B2B support

Basic knowledge about UNIX and Linux-systems

Experience in any SMTP, SMPP or HTTP technologies

Understanding the TCP/IP protocol suite

It is a merit if you have experience with:
Mobile/SMS industry

A2P, SMS, OTT, IoT and REST API