Customer Support Engineer

  • Bengaluru, Karnataka, India
  • Full-time
  • Department: Customer Support
  • Office: Bangalore (India)

Company Description

At Infobip we dream big. We value creativity, persistence and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 60+ offices on six continents, Infobip’s platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Why is this role important at Infobip?

The position of the Partner Growth Executive is a part of the Operator Partnerships organization structure. The Partner Growth Exectutive is responsible for developing existing relationships with Mobile Network Operators (MNOs) and promoting retention, loyalty and MNOs success through Infobip's products and solutions.

Job Description

Ability to handle most cases independently, not reliant on mentorship

· Ability to utilize all internal tools, without special role based functions included

· Maintaining quality standard

· Minimum amount of replies to achieve case resolution

· No “half-solutions”, cover all possibilities regarding case resolution before asking customer for additional feedback or assistance

· Ensuring SLA’s for each specific customer in regards to support are upheld

· Following recommended optional and mandatory department procedures

· Reporting daily to rest of the team via shift summary

· Responsible for meeting expectations on base KPI’s as defined by team leader

· Candidate should be able to do the multitasking and switch the work to priority one depending on the need.

· Raise the right priority at the right time to the seniors / development team with proper channel.

· Should be able to understand the complete communication flow from source to destination be it with any protocol. (SMSC, SMPP,TCP/IP,UDP,USSD,SS7 etc)

Qualifications

BE/BTech/MCA - with a strong academic record.

Additional Information

What's in it for me?

  • Learning - Our sales managers go through an extensive training period and are considered experts in the industry.
  • Great environment - Wonderful team spirit, creativity and persistence are the drivers of our company. We are a fast-growing international company and you will be in the centre of it all.
  • Compensation - We strive to provide a competitive benefits package that meets the needs of our employees and our business model.
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