Customer Support Technician

At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip's platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Customer Support Technician is an entry-level position within Infobip Customer Support.

Technician works under the supervision of mentor and senior team members to provide customer technical assistance and after-sales support. This role is primarily focused on learning by contributing C and D segment customers, and from time to time working more impactful clients from other segments under supervision. Technician communicates inside the department (peers, mentor, line manager) in order to successfully support the customers, with more often escalations towards other functions (Sales, CSM or providers/MNOs) and through periodical (not often) inclusion into various projects outside of the department.

Main Responsibilities
Provide Technical Customer Support

• Act as a technical resource by providing technical assistance and post-sales support to customers (mainly around CPaaS portoflio of products)
• Serve on the front lines by troubleshooting technical problems and resolving any kind of technical issues with desired quality and customer satisfaction standard.

Ensure high-level of customer satisfaction.

• Respond to customer queries in a timely and accurate way in line with service level agreements.

Contribute to internal improvement initiatives.

• Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical community.

Focus on Continuous Development

• Gain knowledge and develop your skills through day-to-day assignments and assisting more senior team member
• Participate in Continuing Education sessions.
• Be fully versed on Infobip products, platforms, and integrations.

Requirements

• Advanced level of English is required for this position.
• Knowledge in HTTP API.
• Hybrid work model (3 days per week at the office).
• Portuguese knowledge is a plus.

Infobip employees are people with diverse backgrounds, characteristics, and experiences that share the same passion and talent that helps us achieve our mission. That's why Infobip is committed to creating a diverse workplace and is proud to be an equal-opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status, or any other part of one's identity.