About Telesign:
Telesign is a global leader in communication and authentication services, providing innovative solutions to secure and streamline online experiences for businesses and individuals. Our cutting-edge technologies empower organizations to protect their users and enhance engagement through robust communication channels.
Key Responsibilities:
- Identify, clarify and resolve customer requirements and specific customer impacting problems.
- Provide professional, useful and complete advice and responses to our customers
- 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
- Track and handle issues/alerts and do follow-ups with all stakeholders until the issue has been resolved
- Maintain and expand technical knowledge across Telesign products and services, tools, and processes
- Contribute to technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization
Essential Requirements:
- 2-3 years’ experience in customer facing role
- Minimum High-school level of education
- Fluent English, excellent verbal and written
- Fast Learner
- High level of responsibility
- Team orientated
- 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 (Will be treated as an advantage)
- Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python.
- Familiarity with Salesforce ticketing systems (” Service cloud”), Atlassian tools (JIRA, Status Page), ”Kibana”, ”Grafana”, “Confluence
- Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem)
