The Role
Job Title: Customer Support Engineer
Job Overview:
In this role, you'll become an expert on our products which use the latest technologies and provide technical solution support to customers primarily through voice, ticketing system and screen sharing sessions. You will be responsible for performing basic investigation and troubleshooting to resolve customer issues quickly and effectively. Your customers may often include engineers and highly skilled technical people. Hence you will need to continuously develop your technical / troubleshooting skills by various means and keep yourself updated on our products.
What will qualify you for this role?
Essential:
Excellent writing and verbal communication skills
Ability to listen and active problem solving skills
Good interpersonal skills
Ability to handle pressure
Education: Any Graduate - Preferred
Key Responsibilities
Provide technical assistance with software and best solutions based on customer's requirements.
Excellent knowledge of product.
Resolve issues or provide information for customers via phone, chat, or email.
Create and maintain tips and tricks solutions for online knowledgebase and websites.
Resolve product issues in a timely manner using available resources
Complete ownership of issues/cases and well versed in escalation protocols
Work with engineering and Product Management teams for resolution of customer issues.
What working at SMS Magic Offers?
At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company. Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients.
We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual.
Plus, we offer
The freedom and flexibility to handle your role in a way that’s right for you
Gain exposure to a dynamic and growing global business environment
Exposure to innovative and cutting-edge technology and tools
Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams
Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.
About SMS Magic:
Founded over 10 years, we’ve become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our customers range from small and mid-size businesses to large global enterprises.
Our commitment to every customer is, “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition”.
If you can confidently demonstrate that you meet the criteria mentioned above, please contact us as soon as possible.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.
Read mode about us at: www.sms-magic.com
Job Overview:
In this role, you'll become an expert on our products which use the latest technologies and provide technical solution support to customers primarily through voice, ticketing system and screen sharing sessions. You will be responsible for performing basic investigation and troubleshooting to resolve customer issues quickly and effectively. Your customers may often include engineers and highly skilled technical people. Hence you will need to continuously develop your technical / troubleshooting skills by various means and keep yourself updated on our products.
What will qualify you for this role?
Essential:
Excellent writing and verbal communication skills
Ability to listen and active problem solving skills
Good interpersonal skills
Ability to handle pressure
Education: Any Graduate - Preferred
Key Responsibilities
Provide technical assistance with software and best solutions based on customer's requirements.
Excellent knowledge of product.
Resolve issues or provide information for customers via phone, chat, or email.
Create and maintain tips and tricks solutions for online knowledgebase and websites.
Resolve product issues in a timely manner using available resources
Complete ownership of issues/cases and well versed in escalation protocols
Work with engineering and Product Management teams for resolution of customer issues.
What working at SMS Magic Offers?
At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company. Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients.
We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual.
Plus, we offer
The freedom and flexibility to handle your role in a way that’s right for you
Gain exposure to a dynamic and growing global business environment
Exposure to innovative and cutting-edge technology and tools
Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams
Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.
About SMS Magic:
Founded over 10 years, we’ve become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our customers range from small and mid-size businesses to large global enterprises.
Our commitment to every customer is, “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition”.
If you can confidently demonstrate that you meet the criteria mentioned above, please contact us as soon as possible.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.
Read mode about us at: www.sms-magic.com
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The Company
What We Do
SMS-Magic is a proven, global messaging platform for popular CRM platforms, supporting small, mid-market and enterprise clients across 190 countries. SMS-Magic enables CRM users to engage buyers and win and retain more new customer revenue, while creating strong customer relationships that drive sustainable competitive advantage. SMS-Magic helps Marketers drive 6x more responses through automated campaigns, assists Sales and Account teams to increase engagement and win more deals, faster. Customer Support teams are able to handle 10x more cases with faster-than-ever resolution times. All through the power of seamlessly integrated and customizable conversational messaging. SMS-Magic is a popular messaging application found on the Salesforce AppExchange and Zoho Marketplace. Want to see it in action? Text keyword Demo: USA: 36343 AUS: +61 4095 64682 UK & ROW: +44 7860 017509
