Customer Support Technician is an entry-level position within Infobip Customer Support.

Technician works under the supervision of mentor and senior team members to provide customer technical assistance and after-sales support. This role is primarily focused on learning by contributing C and D segment customers, and from time to time working more impactful clients from other segments under supervision. Technician communicates inside the department (peers, mentor, line manager) in order to successfully support the customers, with more often escalations towards other functions (Sales, CSM or providers/MNOs) and through periodical (not often) inclusion into various projects outside of the department. 

Main Responsibilities:

Provide Technical Customer Support 

• Act as a technical resource by providing technical assistance and post-sales support to customers (mainly around CPaaS portoflio of products) 

• Serve on the front lines by troubleshooting technical problems and resolving any kind of technical issues with desired quality and customer satisfaction standard  

Ensure high-level of customer satisfaction 

• Respond to customer queries in a timely and accurate way in line with service level agreements  

Contribute to internal improvement initiatives  

• Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical community  

Focus on Continuous Development 

• Gain knowledge and develop your skills through day to day assignments and assisting more senior team member 

• Participate in Continuing Education sessions  

• Be fully versed on Infobip products, platforms, and integrations