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Job description / Role
Mission:
- To provide high quality technical support to existing customers and new prospects so client satisfaction and revenue growth can be obtained and sustained.
- To provide excellent customer service, to existing and new Corporate/ Partners/ Resellers/ Inside & Outside Sales Customers by demonstrating the constant ability of being their trusted advisor within the SMS space.
- To continually learn and measure results and find proactive ways of adding value to all customers under your individual portfolio and their customers.
- To improve general operations of the DUBAI office through administrative responsibilities.
Job Description: You will be responsible for providing responsive and high quality support to our customers for all fronts (tickets, LiveChat, phone calls).
- Taking ownership and managing resolution of technical issues for all customers and accurately recording all communication and activity via ticketing platform.
- Responding and resolving on a timely basis and ensuring customer is properly informed throughout.
- Track and report product problems and feedback from customers.
- Utilising all tools at your disposal to resolve / troubleshoot matters and escalating if required.
- Resolve problems by asking questions and clarifying customer’s concerns; determining the cause of the problem; explaining the best solution; making the correction or adjustment; and following up to ensure resolution
- Be involved in stand-up meetings as required to provide / receive updates on outstanding tasks / matters (escalations)
- Providing as much value as possible to customers through every interaction and delivering exceptional customer service skills.
- Providing consultative advice and being a source for customer queries regarding best practices for integration with SMSGlobal products.
- Being involved and providing technical advice to peers to assist with their tasks / sales.
Requirements
- Be eager to self-learn and seek a challenge.
- Have excellent phone manner and interpersonal communication skills.
- Have proven ability to analyse processes and ensure continuous improvement.
- Ability to multi-task and work under pressure.
- Persistent approach to time management and planning.
- High levels of enthusiasm, energy, and resourcefulness.
- High degree of accountability and attention to detail to troubleshoot issues and fulfill associated tasks.
- Excellent English communication skills both written and verbal.
- Good understanding and being able to pick up customer pain points.
- You have 2+ years of experience in a client facing role, help desk, technical support or equivalent customer service experience.
Good to have but not required:
- Knowledge in various API methods (HTTP API, REST API, SOAP API etc).
- Previous experience in telecommunications companies.
- Understanding of routes, SMS technology and the escalation procedure with partners.
About the Company
We are leading providers of mobile messaging, platform design & development and integration solutions. We have a team of talented professionals in our Melbourne HQ and Dubai offices who specialise in delivering seamless, integrated services to both business and personal customers.
In 2010, we were recognised as Mobile Company of the Year, acknowledging our expansion into new global markets and for securing a number of large contracts with tech giants and major airlines, SMSGlobal is positioned as an agile, customer centric organisation in the managed solutions mobile messaging space.