Customer Support Representative - L1 Agent

Customer Support Representative – L1 Agent 

Customer Support Representative will be responsible for providing assistance to MessageMedia’s customer base via phone, email & chat channels. Providing 24/7 support by identifying effective solutions to meet customer needs, helping customers understand and get the best out of our products, troubleshooting issues, assisting with billing queries and maintaining customer account data. 

The role will span across online chat, email and phone communication channels and cover rotating across a 24/7 roster. What do you do in the role? 

• Provide outstanding and timely technical and account/billing support in a fast-paced environment through phone, chat and email channels. 
• Guide customers in their use of the platform by providing step by step support and answer questions related to our products and pricing 
• Meet or exceed KPIs as set by your team leader, such as response time and quality metrics 
• Ensure product knowledge is thorough and up to date by attending product briefings and training sessions 
• Identify and escalate relevant concerns or customer feedback which may assist to drive improvements in both internal efficiencies and better customer outcomes 

 What experience/qualities you need to bring with you  

• 3+ years in a customer service role serving English-language international customers. 
• Outstanding written and spoken English 
• Passionate about delivering an awesome customer experience 
• Strong interest in business and technology 
• Demonstrable critical thinking and creative problem solving skills 
• Ability to work as part of and contribute positively and proactively to the team 
• environment 
• Ability to learn new software platforms quickly 
• An ability to work autonomously with high levels of self-motivation 

Our Values

At Sinch we “Dream Big”, “Win Together”, “Keep it simple” and “Make it Happen”. These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Bring your authentic self to Sinch

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

If this role isn’t what you’re looking for, please consider other open roles on our career page: Sinch Careers

Our Hiring Process

At Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience, and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties deciding in this process and welcome you to ask any questions you may have at any stage of the process.