Customer Support Specialist

4 weeks ago


Pune, Maharashtra, India Infobip Full time
Customer Support Engineer

At Infobip, we're passionate about delivering exceptional customer experiences. As a Customer Support Engineer, you'll play a crucial role in providing top-notch technical assistance and post-sales support to our clients.

Key Responsibilities:
  • Act as a technical resource, providing expert assistance and support to customers across our CPaaS and SaaS portfolio of products.
  • Serve as the first point of contact for customers, troubleshooting technical issues and resolving problems with high-quality and customer satisfaction standards.
  • Collaborate with internal technical resources to resolve complex technical issues when needed.
  • Analyze and report product/platform bugs and malfunctions.
  • Prepare on-demand reports of higher complexity, utilizing SQL querying skills.
Customer Satisfaction:
  • Respond to customer queries in a timely and accurate manner, adhering to service level agreements.
  • Identify customer needs and provide guidance on using specific features and functionalities on the Infobip Platform and Product portfolio.
  • Manage customer expectations and proactively inform them about technical incidents, delays in delivery, and/or issues they're experiencing with the Service.
Internal Improvement Initiatives:
  • Create and update support-related technical documentation, customer details, and know-how, sharing it with all teams and the technical community.
  • Share feature requests and provide customer and product usage feedback to Product Development.
Continuous Development:
  • Participate in Continuing Education sessions to enhance skills and knowledge.
  • Stay up-to-date on Infobip products, platform, and integrations.
  • Mentor and onboard junior team members and newcomers.

As a valued member of the Infobip team, you can expect:

  • A dynamic work environment with opportunities to grow and develop.
  • A competitive salary and comprehensive benefits package.
  • A chance to work with a diverse range of clients and projects.
  • Access to ongoing education and training opportunities.
  • A collaborative and supportive team environment.


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