Customer Support Engineer

Summary 

We are looking to hire a Customer Support Engineer as a part of Telesign Technical Support who will be working with our customers as well as with internal teams on troubleshooting issues, resolving them, or escalating problems. Technical Support Team is working in conjunction with other Telesign teams, employs a customer-centric oriented approach to improve the quality of the service that Telesign provides.

General Responsibilities:

• Identify, clarify, and resolve general and specific customer impacting problems.
• Provide professional, useful, and complete advice, training, and responses.
• 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.
• Alerting and Communication – Internal and External.
• Provide additional monitoring after alert by responsible Telesign department.
• Evaluation and feedback on operational procedures/processes to ensure efficiency and security.
• Maintain and expand technical knowledge across Telesign products and services, tools, and processes.
• Contribute to and maintain technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization.
• Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues.

Essential Requirements:

• 2-3 years’ experience in a mid or high-level customer facing role.
• 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).
• 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”- will be treated as advantage.
• Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem).

We are offering

• Good compensation - Competitive € salary plus benefits package.
• Development opportunities.
• Challenging but also a friendly working environment.
• And much, much more...

About Telesign

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications.

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation.

Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics.

About Proximus Global

Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivalled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle.

Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalised omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honour our commitment to connect, protect and engage everyone, everywhere.