Technical Support Specialist - Integrations

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.

We are currently seeking an Technical Support Specialist, who will play a crucial role in providing exceptional support for our integration products. Some of our key integrations are Salesforce, NetSuite, Dynamics 365, Shopify and Hubspot.

The integration support team assists both external and internal customers. They diligently monitor, investigate, and troubleshoot technical issues and incidents, ensuring that our customers receive the necessary support throughout their entire lifecycle, from provisioning and onboarding to ongoing maintenance. In addition to resolving customer inquiries, the team actively contributes to improving our product systems and processes, aiming to enhance the overall customer experience. With their extensive knowledge of our integration products, they serve as subject matter experts and provide responsive support via email, phone, and chat channels.

This role entails close collaboration with the integration product/engineering team, technical support team, international counterparts (US), and sales and customer support teams. Your primary focus is to provide comprehensive support to our customers regarding their integration – providing best practice, troubleshooting, and issue investigation. You will take responsibility for enhancing business processes and documentation, establishing yourself as a subject matter expert in your specialized area. The team will dedicate their efforts to addressing customer tickets through our ticketing platform, offering pre and post-sale support to internal teams, and proactively pursuing learning and development opportunities to solidify their expertise as SMEs.

Key responsibilities:

• Serve as the primary point of contact for internal and external customers, taking ownership of all technical inquiries relating to Integration and ensure prompt resolution.
• Demonstrate expertise in supporting current and future integrations, specializing in CRM and Marketing Automation platforms like Zoho, Dynamics, Hubspot and Salesforce, ERP platforms like Netsuite, and Ecommerce platforms such as BigCommerce and Shopify.
• Engage with internal teams and external customers via phone, email and support tickets (via Zendesk and Jira), and chat to effectively troubleshoot and resolve their technical issues.
• Foster collaboration with the Integration Product team and US technical support counterparts, engaging in cross-training and knowledge sharing initiatives.
• Establish and maintain a well-documented repository of information that the sales and support teams can leverage when dealing with Integration-related matters.
• Ensure new features or enhancements delivered by product team are documented and training providing to the wider customer support teams (L1 and L2) in conjunction with our L&D enablement specialist.
• Thoroughly investigate and troubleshoot technical issues, ensuring they are resolved either independently or by escalating to Level 2 or 3 support when necessary.
• Maintain accurate incident records and interactions using Zendesk, Jira, or other support tools as required.
• Act as a Subject Matter Expert on technical topics such as APIs, routing, and reporting. Demonstrate proficiency in both core products and the range of integrations available.
• Act as the primary point of contact for managing customer incidents, ensuring effective communication and resolution throughout the process.

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.

The successful candidate will ideally have had hands-on experience working within one or more of the following integrations:

• NetSuite
• Salesforce
• Dynamics 365
• HubSpot
• Active Campaign
• Shopify
• Big Commerce

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.