Sinch MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand. Sinch MessageMedia is the number one choice for easy and engaging business messaging.
Sinch, the Customer Communications Cloud, powers meaningful conversations at scale across messaging, voice, and email to help businesses deliver unified, personalized experiences that truly revolve around their customers — no matter the channels they use. Over 150,000 businesses, including 8 of the 10 largest tech companies in the world, rely on us for their customer communication needs, with over 700 billion customer engagements each year.
We are currently seeking an Technical Support Specialist, who will play a crucial role in providing exceptional support for our integration products. Some of our key integrations are Salesforce, NetSuite, Dynamics 365, Shopify and Hubspot.
The integration support team assists both external and internal customers. They diligently monitor, investigate, and troubleshoot technical issues and incidents, ensuring that our customers receive the necessary support throughout their entire lifecycle, from provisioning and onboarding to ongoing maintenance. In addition to resolving customer inquiries, the team actively contributes to improving our product systems and processes, aiming to enhance the overall customer experience. With their extensive knowledge of our integration products, they serve as subject matter experts and provide responsive support via email, phone, and chat channels.
This role entails close collaboration with the integration product/engineering team, technical support team, international counterparts (US), and sales and customer support teams. Your primary focus is to provide comprehensive support to our customers regarding their integration – providing best practice, troubleshooting, and issue investigation. You will take responsibility for enhancing business processes and documentation, establishing yourself as a subject matter expert in your specialized area. The team will dedicate their efforts to addressing customer tickets through our ticketing platform, offering pre and post-sale support to internal teams, and proactively pursuing learning and development opportunities to solidify their expertise as SMEs.
Key responsibilities:
The ideal candidate for this role possesses exceptional customer service skills within a technology-driven environment. They exhibit excellent problem-solving abilities, showcase proficiency in multiple systems, and possess the necessary skills to engage effectively with clients and customers showing empathy and patience. Familiarity with APIs and a bachelor’s degree in business information systems would be advantageous.
The successful candidate will ideally have had hands-on experience working within one or more of the following integrations:
We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.
Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.
We value our team by offering;
Sinch MessageMedia will provide a company laptop within the first year of employment. You will need your own laptop or PC until the work provided laptop has been provisioned.
If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now.
