Technical Support Specialist

The technical support team assists external and internal customers by monitoring, investigating and troubleshooting technical issues and incidents. They support our customers throughout the entire customer lifecycle, including provisioning, onboarding and maintenance. The team contributes towards improvements of our products, systems and processes to enhance customer experience. They are the subject matter experts on our entire range of messaging products, providing frontline support over email, phone and chat.

What do you do in the role?

• Be the first point-of-contact for internal and external customers for all technical inquiries
• Take phone calls and emails from customers about their technical needs
• Action requests in a timely manner
• Troubleshoot technical issues through to resolution, advancing to level 3 support where needed
• Be knowledgeable and hands-on with a wide variety of internal API’s and their core capabilities
• Be a subject matter expert in all of ClickSends products
• Ensure customer expectations are met while assisting with troubleshooting
• Assist with development and improvement of technical support policies and procedures
• Actively contribute to the help guides for both customers and internal procedures
• Assist with customer communications during maintenance windows or wider outages
• Collaborate with internal teams (Account Managers/Chat Representatives) to ensure they can provide the best information to our users.
• Work with external teams to optimize routing and delivery results in AU.
• Set up and provision numbers for our customers.

How success will be measured

Customer Experience

NPS and other quality measures, ensuring all customer interactions are positive

Efficiency

Transaction and handling time metrics to ensure productivity goals are met

Priority

Closure of tickets within a timely manner

Improvement

Look for opportunities to improve our products and customer experience

Drive

Continuously self-educate on product suite ensuring full brand coverage

Requirements

• Customer orientated problem solver
• Has previously worked for a Saas/Technology company
• Understanding of what an API is and able to complete basic HTTP requests with programs such as Postman
• Understanding in developing and supporting programming languages such as Java, PHP, SOAP, REST
• Self-starter, standout colleague, positive and engaged to drive the success of clients and customer experience
• Strong stakeholder management, project management, and time management skills
• Ability to communicate technical speak in business terms
• Bonus points for previous experience in SMS routing and troubleshooting

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

This role will be accepting applications until 3/31/23 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.

We have a friendly and relaxed culture & support a return to office hybrid work environment. We offer great benefits, including paid parental leave for new parents, paid time away from work for volunteer activities, and generous PTO.

EEO/Vets