Executive/Sr. Executive - Technical Support

3 Months ago • All levels • Administrative • Account Management

Job Summary

Job Description

Sinch seeks an Executive/Sr. Executive - Technical Support in Noida, India. Responsibilities include reviewing OPFs/POs/Agreements, overseeing Salesforce workflows, tracking new account progress, ensuring adherence to release checklists, monitoring traffic/errors, communicating updates, meeting SLAs/TATs, facilitating daily team meetings, and maintaining access forms for audits. The ideal candidate provides back-office support, manages tickets, collaborates with client-facing teams, validates data, and generates reports. Telecom background and strong presentation/communication skills are advantageous.
Must have:
  • Review OPF/PO/Agreements
  • Oversee Salesforce workflow
  • Track new account progress
  • Ensure adherence to checklists
  • Monitor traffic and errors
  • Meet SLAs/TATs
  • Manage tickets in CRM
  • Collaborate with client teams
  • Data validation
  • Report generation
Good to have:
  • Telecom background
  • Presentation skills
  • Public speaking skills
  • MS Office & CRM platforms
Perks:
  • Training & Development
  • Private Health Insurance
  • Work From Home/Hybrid
  • Subsidiary Lunch

Job Details

Description

We are Sinch. Even if you don’t know us by name or recognize our logo yet, chances are you have used our products in one way or other. We are leading global communication Platform (cPaas) provider – the connector between the two through our messaging, voice and video solutions. By year end Sinch will be close to 4000 employees in more than 50 countries with one of our engineering hub at Noida location.

Our APIs and platform deal with over 145 billion engagements annually. Sinch, 2nd largest cPaaS and messaging provider in the world is looking for a Executive/Senior Executive - Technical Support at its Noida (India) location.

Are you up for the challenge?

The essence of the role

  • Review OPF/PO/Agreements prior to processing.
  • Oversee the SalesForce workflow and assign tickets to the appropriate stakeholders.
  • Keep track of the progress on new accounts.
  • Ensure adherence to the new account release checklist.
  • Monitor traffic and errors reported during troubleshooting.
  • Maintain and communicate updates on the new account release progress to both internal and external stakeholders.
  • Guarantee that service level agreements (SLA) and turnaround times (TAT) for new account releases are met, and proactively address potential breaches of TAT.
  • Facilitate daily stand-up meetings among the technical support team, NAM team, and customer success team.
  • Keep access forms and documents up to date for ISO and other audits.

Requirements

Who are you?

In order to contribute in this role you have:

  • Provide back-office support
  • Manage ticket creation and closure in the CRM
  • Collaborate closely with the client-facing team
  • Validate data
  • Generate reports

Big plus!

  • You’ll stand out from the crowd if you have:
  • Relevant Work Experience
  • Telecom Background
  • Good presentation skills
  • Public speaking skill
  • MS Office and CRM platforms

Benefits

  • Training & Development
  • Private Health Insurance
  • Work From Home/Hybrid
  • Subsidiary Lunch

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