Technical Support Engineer
We are looking for a highly customer service-oriented Technical Support Engineer to provide enterprise-level assistance to our valued customers. In this role, you will be responsible for diagnosing and troubleshooting technical issues related to our Messaging & Voice products, as well as assisting customers with onboarding, integration with our Communication API's & Voice SIP Trunks, and account operations. You will provide timely support through various channels such as remote desktop connections, email, and chat applications. Furthermore, you will escalate unresolved queries, track and redirect problems to the appropriate resources, update customer data, and generate comprehensive activity reports to ensure efficient resolution of customer issues.
As a Technical Support Engineer, you will be responsible for providing enterprise-level assistance to our customers. Your typical responsibilities will include:
- Providing technical support to customers via various channels such as phone, email, and chat applications.
- Troubleshooting and resolving technical issues related to SMS and Voice services, including network and connectivity problems.
- Assisting customers with account set up, integration with API's, and SIP Trunks.
- Collaborating with internal teams to resolve complex issues and escalate unresolved issues to appropriate teams.
- Maintaining accurate records of customer interactions and technical issues in our help desk software.
- Providing prompt and accurate feedback to customers and ensuring all issues are properly logged and tracked.
- Maintaining knowledge of help desk procedures, products, and services to provide the best support to customers.
- Providing technical training to customers on our products and services.
- Working with the Sales and Marketing teams to identify customer needs and opportunities for upselling or cross-selling products.
- Analyzing customer data and activity to identify trends and improve our products and services.
- Maintaining a high level of professionalism and customer service at all times.
- Proven working experience as a Technical Support Engineer or similar role
- Experience with help desk software, databases, and log management tools such as Kibana, Graylog, and API platforms
- Strong troubleshooting and problem-solving skills
- Excellent communication and client-facing skills
- Ability to multitask and prioritize work in a fast-paced environment
- Bachelor's degree in Information Technology, Computer Science, or related field
- Experience in SMS and Voice services and related technologies is considered a strong plus
Join our team as a Technical Support Engineer and be part of our mission to provide exceptional technical support to our valued customers. Apply now!