If you're a Customer Support Technician looking for your next opportunity, we should talk. Are you looking to have the choice to work in the comfort of your home and with a flexible work schedule whilst working approx. 40 hours per week? Yes? Well, MessageMedia could be the place for you!

Right now, we are looking for a Customer Support Technician responsible in assisting external and internal customers by monitoring, investigating and troubleshooting technical issues and incidents.

This is a remote job and you can work anywhere in the Philippines.

Who is MessageMedia?
MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes, from SMBs to enterprise-level – better connect with customers. With 90 percent of messages read within 90 seconds, MessageMedia drives business success by creating engaging mobile experiences that customers love. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 50,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging business messaging.

About the role
The Customer Support Technician is responsible for assisting external and internal customers by monitoring, investigating, and troubleshooting technical issues and incidents. They support our customers throughout the entire customer lifecycle, including provisioning, onboarding, and maintenance. The team contributes towards improvements of our product systems and processes to enhance customer experience.

The role will span across online chat, email and phone communication channels and may be required to cover rotating shifts across a 24/7 roster whilst working from home.

Duties and responsibilities

• Be the first point of contact for the internal and external customers for all technical inquiries.
• Engage with customers via phone, email, and chat to resolve their technical issues.
• Action request in a timely manner and in accordance within SLAs.
• Triage technical issues and resolve where possible, otherwise escalate the issue to level 2 support for management
• Log all customer interactions in our customer ticketing tool (Zendesk)
• Act as Subject Matter Expert with technical related topics such as API's and reporting, as well as be proficient in handling tickets relating to our core products and with our suite of integrations.
• Assist with development and improvements of technical support policies and procedures.
• Actively contribute to the knowledge base by writing internal and customer processes and procedures.
• Build and expand knowledge in our Ecosystems such as Netsuite, Hubspot, Shopify, Big Commerce and Salesforce.

Skills and Qualifications

• 3+ years' experience in a customer service role serving English-language international customers
• Experience in a technology, telecommunications or retail environment are preferred
• Outstanding written and spoken English
• Passionate about delivering an awesome customer experience
• Excellent problem solving-skills
• Knowledge of API's and/or a degree in Business Information Systems is desirable
• Ability to work autonomously with high degree of accuracy and self-motivation
• Experience working with one or more of our Ecosystems (Netsuite, Hubspot, Shopify, Salesforce, Big Commerce) is highly desirable but not required

Important Information:

• This role may be required to work outside standard business hours due to the 24/7 nature of the team's roster.
• Please provide a copy of your CV when applying – those who do not, will not receive a call back.
• You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements:
  • PC – Intel i5 4th Gen (or higher) – self provided
  • Minimum OS Version: Windows 10 or higher
  • Internet browser (preferably Chrome – but can use Edge, Firefox etc.)
  • Minimum RAM: 8 GB
  • Minimum HDD Space: 1 GB
  • Headset: USB Headset (noise cancelling)
  • Web Camera (for team meetings)
  • Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required.

We are looking to start someone as soon as possible so apply today and let's talk real soon.