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Customer Support Technician

2 weeks ago

Pune, Maharashtra, India Infobip Full time US$ 60,000 - US$ 1,00,000 per year

At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip's platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Customer Support Technician works under the supervision of a mentor and senior team members to provide customer technical assistance and post-sales support. This role is primarily focused on learning by contributing to primary low revenue tier Customers, and from time to time working with more impactful Customers from other segments under the supervision. Customer Support Technician communicates inside the department (peers, mentor, line manager) to successfully support the Customers, with frequent communication towards other functions (Sales, Customer Growth, Customer Success, or providers/MNOs) and through periodical (not often) inclusion into various projects outside of the department. They are learning to become empathetic, technically skilled problem solvers, with a curiosity for digging to the root of problems and offering solutions.

Provide Technical Customer Support

  • Act as a technical resource by providing technical assistance and post-sales support to customers (mainly around CPaaS portfolio of products)
  • Serve on the front lines by troubleshooting technical problems and resolving any kind of technical issues with desired quality and customer satisfaction standard

Ensure high-level of customer satisfaction

  • Respond to customer queries in a timely and accurate way in line with service level agreements
  • Identify customer needs and help customers use specific features and functionalities on Infobip Platform and Product portfolio

Contribute to internal improvement initiatives

  • Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical community

Focus on Continuous Development

  • Gain knowledge and develop your skills through day-to-day assignments and assisting more senior team members
  • Be fully versed on Infobip products, platform, and integrations

When you become a part of Infobip you can expect:
Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world's leading companies and impact how they communicate with their users

Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow Whether it's horizontal, vertical, or angular, we want to support the path that you want to carve.

Learn as you grow – Starting with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.

Connect globally – Work with people from all over the world. We put the "global" in globalization.

Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ...

Talk about a balanced lifestyle

Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity.

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