Technical Support Specialist - Integrations

September 18

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Sinch

WebsiteLinkedInAll Job Openings

cloud communications • VoIP • API • telecommunications • SMS

1001 - 5000

💰 Post-IPO Secondary on 2022-09

Description

• 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.

Requirements

• Exceptional customer service skills within a technology-driven environment. • Excellent problem-solving abilities. • Proficiency in multiple systems to effectively engage with clients and customers. • Familiarity with APIs. • Bachelor’s degree in business information systems would be advantageous. • Hands-on experience with integrations like NetSuite, Salesforce, Dynamics 365, HubSpot, Active Campaign, Shopify, and Big Commerce.

Benefits

• 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.