Job description
Technical Support / Applications / Customer Success
We are looking for a technical support engineer to work as part of a global team, in one of the fastest-growing tech companies in the Asia-Pacific. This is an amazing opportunity to accelerate your career as you will be working with and alongside the founders of the business and you will be part of a dynamic & innovative company within a high growth industry.
We are looking for someone with demonstrable knowledge and passion for the tech industry and all things web. You will be highly analytical with a background or interest in systems, platforms, messaging, dev, tech etc
You will be passionate about working with customers and solving problems, working with them closely to ensure they have the best possible experience whilst also world-class solutions.
Key Responsibilities:
- Learn their platform, Tech Stack, Features, Connectivity, Pricing & Processes inside and out.
- Become an integral part of the support team, interacting with customers by phone, helpdesk ticket, and webchat.
- Provide advice to customers on the best way to achieve their objectives using their platform functions and features.
- Assist in scoping requirements from customers regarding their needs and manage technical implementation during the onboarding process.
- Provide technical support to critical customers for any issues, bugs, outages, and feature fails.
- Work with the Product team to raise requests, coordinate fixes, and report back to customers accordingly.
- Work with the team as a whole during any platform outages, and/or up and downstream partners outages to provide clear communication and resolution to the business and customers.
Key Skills:
- Minimum 2-3 years experience in a direct customer-facing role, with account management and tech support of web, IT, telco, or SaaS or related products/services.
- Proven and demonstrable experience with multi-layered systems operation, diagnostic, and tech support. Analytical and informed technical troubleshooting skills
- Nothing short of outstanding communication skills both written and verbal and impeccable phone manner a must
- Experience providing excellent customer and tech support resolutions via phone, helpdesk tickets, and web chat applications. (Freshdesk/Freshchat and JIRA experience a bonus).
- Knowledge of HTTP/HTTPS, XML, JSON, SMPP, REST APIs, scripting
- Experience working in a fast-paced environment with a proven track record of solutions pursuit.
Nice to haves
- Project management experience
- Technical writing skills
- Tertiary IT qualification
Immediate need and a quick interview process.