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The Role
We have an exciting opportunity for a Technical Support Officer to join our growing team. Take ownership of diagnosing and resolving technical issues including SMSGlobal API’s, web platforms, and email to SMS, and play a core role in building our reputation for superior customer service. Responsibilities Include: • Providing high quality technical support to existing customers and new prospects for all fronts (support tickets, LiveChat, phone calls) so client satisfaction and revenue growth can be obtained and sustained. • Diagnosing and providing technical troubleshooting assistance, documenting all activity and following up to ensure resolution • Working closely with developers in software testing and platform integration. • Reproduce customer issues and if necessary file bug reports, advance cases to engineering, and provide necessary documentation. • Resolve problems by asking questions and clarifying customer’s concerns; determining the cause of the problem; explaining the best solution; making the correction or adjustment; and following up to ensure resolution. • Project manage specific projects related to Enterprise customer implementations and migrations. • Providing technical advice and support to internal departments • Determining technical requirements for clients during the pre-sales process, collaboratively working with sales consultants, and account directors on requirements and all prospect stage issues.
We have an exciting opportunity for a Technical Support Officer to join our growing team. Take ownership of diagnosing and resolving technical issues including SMSGlobal API’s, web platforms, and email to SMS, and play a core role in building our reputation for superior customer service. Responsibilities Include: • Providing high quality technical support to existing customers and new prospects for all fronts (support tickets, LiveChat, phone calls) so client satisfaction and revenue growth can be obtained and sustained. • Diagnosing and providing technical troubleshooting assistance, documenting all activity and following up to ensure resolution • Working closely with developers in software testing and platform integration. • Reproduce customer issues and if necessary file bug reports, advance cases to engineering, and provide necessary documentation. • Resolve problems by asking questions and clarifying customer’s concerns; determining the cause of the problem; explaining the best solution; making the correction or adjustment; and following up to ensure resolution. • Project manage specific projects related to Enterprise customer implementations and migrations. • Providing technical advice and support to internal departments • Determining technical requirements for clients during the pre-sales process, collaboratively working with sales consultants, and account directors on requirements and all prospect stage issues.
Requirements
- 3+ years of experience in a client facing role, help desk, technical support or equivalent customer service experience. • Excellent product knowledge of our various platforms and API methods (HTTP API, REST API, SOAP API etc.) • High degree of accountability and attention to detail to troubleshoot issues and fulfil tasks. • Demonstrated ability to analyze processes and ensure continuous improvement. • Be eager to self-learn and seek a challenge. • Ability to manage your time, prioritize tasks and problem-solve. • Ability to multi-task and work under pressure. • Strong listening & communication skills both written and verbal.
About the company
We are leading providers of mobile messaging, platform design & development and integration solutions. We have a team of talented professionals in our Melbourne HQ and Dubai offices who specialise in delivering seamless, integrated services to both business and personal customers. In 2010, we were recognised as Mobile Company of the Year, acknowledging our expansion into new global markets and for securing a number of large contracts with tech giants and major airlines, SMSGlobal is positioned as an agile, customer centric organisation in the managed solutions mobile messaging space.