Technical Support Agent

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:

• Be the escalation point of contact for the internal and external customers for all technical inquiries

• Engage with customers via phone, email and chat to resolve their technical issues based on the Level 1 Scope of Work responsibilities.

• Action request in a timely manner and in accordance within Level 1 SLAs

• Troubleshooting technical issues through to resolution, escalating to L2 support where needed

• Log all incidents/interactions using Zendesk, and where necessary via Jira or other support tooling

• Act as Subject Matter Expert with technical related topics such as API’s, routing, reporting, as well as be proficient in both core products and with our suite of integrations.

• Assist with development and improvements of technical support policies and procedures.

• Actively contribute to the knowledge base by writing internal and customer processes and procedures.

• Conduct RCA following systems incidents and communicating improvements.

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;

• WORK FROM HOME: Our flexible remote work offering allows you to work from home, where you can be the most productive and successful.

• CELEBRATE YOU: By providing a day off for your birthday, we want you to take the time to celebrate the year your have had with your nearest and dearest.

• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

• STAY HEALTHY: We offer comprehensive market competitive medical insurance. A variety of supplemental plans are also provided to meet your individual needs.

• STAY CONNECTED: Receive a generous monthly home internet allowance.

• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

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.

• PC – Intel i5 4th Gen (or higher) – self provided

• Minimum OS Version: Windows 10 or higher

• Internet browser (preferably Chrome – but can use Edge, Firefox etc.)

• Minimum RAM: 8 GB

• Minimum HDD Space: 1 GB

• Headset: USB Headset (noise-cancelling)

• Web Camera (for team meetings)

• Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload &

• Download Internet speed is required.

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.