Assistant Manager - Customer Support

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

We reach every phone on earth. From the lifechanging to the time-saving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favourite brands. The dream of personalizing content to all 15 billion phones on the planet is no fairy tale!

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 60 different countries.

The essence of the role: Assistant Manager – Customer Support

As our new ROLE you should have: 

• Eagerness and ability to understand client needs and modify customer handling process in order to improve CSAT for clients.
• Proven capability to provide regular updates to all the stakeholders. A key measurement will be customer’s requirement understanding and problem solving.
• L1 Support: Act as single point of technical contact who can address technical queries and suggest best practices and coordination of issue management and problem resolution.
• Work closely with L2 team to understand and close issues/cases/requirements.
• Good communication skills along with technical understanding of CRMs, Ticketing Management tools.
• Fair knowledge of the basic hygiene practices followed in Customer Support.
• Experience over Automated Build Tool, Configuration Management
• Should have capability to handle a team, Roster Management.

Skills & Experience:

In order to contribute to this role, you should have: 

• B.Tech/B.E. degree with min 3-5 years of experience in customer support
• RCA Management capabilities
• Strong troubleshooting Skills
• Flexible to work in rotational shifts.
• Exposure of AWS
• Understanding of Ticketing Tools
• Expertise in MS Office and other related tools for task management

Personal Skills:

• Strong communication skills, both verbal and written.
• Strong interpersonal skills to build relationships. Must be confident and assertive.
• Good collaboration skills to effectively manage internal and external stakeholders.
• Ability to remain calm under pressure.
• Comfortable with work from office model.

Big plus!

• Relevant work experience of customer support in CPAAS.
• Familiarity within the Telecom business domain.

Being you at Sinch:

We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch:

Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you’ll be reaching for the opportunities that match where you want to take your career. It’s closer than you think.

Our expert teams are built from some of the most experienced in the industry. We employ people from all over the world, from all walks of life and from all backgrounds. We work together, feeding on our diversity to make us stronger, and we encourage each other to be the best we can be. Innovation drives us, and we challenge ourselves every day.

Are you ready? Join us on our journey!

Know more about us: www.sinch.com

Benefits

• Health Insurance Benefits
• Accidental Coverage
• Term Plan Benefit
• Training & Development
• Flexible working environment