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.
The Level 1 Technical Support team assists external and internal customers by monitoring, investigating, and troubleshooting technical issues and incidents. They support our customers throughout the entire customer lifecycle, including provisioning/account set up, onboarding, and ongoing customer care. The team contributes towards improvements of our product systems and processes to enhance customer experience. They are the subject matter experts on our entire range of messaging products, providing customer support over email, phone, and chat, all managed within our customer ticketing tool, Zendesk.
The L1 team will handle initial customer enquiries, and where necessary escalate tickets to the L2 technical support team to manage.
This role will work as part of a 24/7 Level 1 team responsible for handling first-line customer inquiries through phone, email & chat channels. In the event of technical issues or complex matters related to our ecosystem, the cases are escalated to our Level 2 Technical Support team based in Australia/US/UK for further management and full resolution.
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.
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.