Customer Support Engineer

Do you want to work with CPaaS and Mobile Identity products used by customers around the world? Join a high pace and highly dynamic US technology company in Belgrade.
TeleSign → profil kompanije

Customer Support Engineer is responsible for personal care for customers. He/She actively works on monitoring, technical assistance, troubleshooting and prompt and accurate resolution of reported or detected issues. Also, keeps customers updated and alerted in a timely manner.

Key responsibilities

  • Identify, clarify and resolve the general and specific customer impacting problems.
  • Provide professional, useful and complete advice, training and responses.
  • Learn, apply, and articulate TeleSign’s products, services and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes.
  • Drive increased customer satisfaction by exceeding expectations.
  • Provide responsive support in line with company service levels and proper handling.
  • Maintain accurate account information and settings in proprietary systems.
  • Alerting and Communication – Internal and External.
  • Provide additional monitoring after alerted by responsible TeleSign department.
  • Evaluation and feedback on operational procedures/processes to ensure efficiency and security.
  • Maintain and expand technical knowledge across TeleSign products and services, tools, and processes.
  • Contribute to and maintain technical documentation, responses, FAQs, knowledgebases and processes to help work efficiently across the Support organization.
  • Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues.

Essential Requirements

  • Minimum High school degree (level of education).
  • 2-3 years’ experience in a mid or high-level customer facing role.
  • Fluent English, excellent verbal and written.
  • Fast Learner; High level of responsibility.
  • Team orientated and flexible.
  • Strong problem-solving skills and analytical skills; logical and critical thinking.
  • Strong Customer care and focus; Positive attitude and results-driven motivation.
  • Ability to translate technical knowledge and concepts to non-technical people.
  • Strong ability to prioritize and multi-task in a fast-paced environment.
  • Attention to detail.
  • MS Office package – relevant knowledge.
  • Ability to work in shifts (24/7 shift schedule).

Preferred Qualifications

  • Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python…
  • Familiarity with SalesForce ticketing systems (”Service cloud” or ”DESK”), Atlassian tools (JIRA, StatusPage), ”Kibana”, ”Grafana”, “Confluence”- will be treated as advantage.
  • Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

We are offering

  • Good compensation – Competitive € salary plus benefits package.
  • Development opportunities.
  • Challenging but also a friendly working environment.
  • And much, much more…

Prijavi se do 17/02/20

Lokacija — Beograd

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