Customer Support Engineer

Open Market

0 - 2 years

2 - 4 Lacs

bengaluru

Posted:Just now| Platform:

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Skills Required

service level customer satisfaction customer support customer service troubleshooting smpp technical support sql technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Support Engineer is skilled and independent engineering resource responsible for providing technical assistance and post-sales support
Engineer is expected to provide top-notch service while simultaneously improving overall customer service process
One is eligible for working with all client segments, depending on the Engineers experience and knowledge
Their job is to technically understand the company s product and service offering, so they can handle support requests within assigned group of products
They are empathetic, technically skilled problem solvers, with a curiosity for digging to the root of problems and offering solutions

Provide Technical Customer Support

Act as a technical resource by providing technical assistance and post-sales support to customers (for the whole CPaaS and SaaS portfolio 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
Perform platform and product troubleshooting
Coordinate with internal technical resources to resolve complex technical issues when needed (Engineering, Professional Services)
Analyze and report product/platform bugs and malfunctions
Prepare on demand reports of higher complexity (SQL querying)

Technical Expertise

SMPP protocol
API and SQL working knowledge
SMS, HLR, Number lookup knowledge is a must
Experience in products like WhatsApp, Chatbot, Email, Voice technical support will be a plus

Ensure high-level of customer satisfaction

Respond to customer queries in a timely and accurate way in line with service level agreements
Identify customer needs and help customers use specific features and functionalities on Infobip Platform and Product portfolio
Manage expectations and proactively inform customers about technical incidents, delays in delivery and/or issues they are having with the Service

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
Share feature requests and provide customer and product usage feedback to Product Development

Focus on Continuous Development

Participate in Continuing Education sessions
Be fully versed on Infobip products, platform, and integrations
Mentor and onboard junior team members and newcomers

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