Customer Support Engineer

  • Infobip
  • Moscow, Russia
  • 20/11/2021
Full time

Description

Why is this role important at Infobip?

Our platform is the heart of Infobip, processing up to 200 million transactions daily and having huge amount of clients using it; but having a 24/7 world-wide support is what makes it so great. To maintain traffic flow, 99.9% platform uptime, and customer satisfaction, it is essential to solve and prevent any technical issues with which our clients are dealing with. As a Customer Support Engineer, you will directly impact client experience, their satisfaction and help them resolve any technical questions they are encountering while using our platform.

You know you are doing a good job when:

  • You are attending to customer inquiries and problems are quickly resolved in a highly professional manner, in varying critical and non-critical situations.
  • Clients receive clear and accurate information in a matter of minutes.
  • You can find workarounds when issues appear and can understand client needs.  
  • You proactively suggest changes that are improving internal processes, customer experience and quality of service we are providing.
  • You provide continuous feedback to our internal teams of engineers to improve our products based on the needs of our clients and their feedback.
  • You are consulting and mentoring other team members while providing them with meaningful feedback.

Qualifications

  • You have at least 2 years of experience in a 2nd level technical support role.
  • You have a wide range of interests and working experience in these technologies: SQL, programming logic, and computer networks.
  • You really care about clients, looking to provide the best possible experience at all times.
  • You know that being supportive is a mindset; it’s in your true nature to be equally supportive to both your clients and your colleagues. 
  • You are curious to learn how things work and what you can do to improve them. 
  • You are not afraid to dig deeper and use your analytic approach to solve technical problems.
  • You communicate effectively to clients, partners, colleagues, and engineering teams alike in English.
  • You are interested in work with schedule 2/2 and location of our office (Rimskaya metro station) is convinient for you.

Additional Information

When you become a part of Infobip you can expect:

  • Learning & development – Our employees will go through an extensive training period and are considered experts in the industry. This job is an excellent chance to grow into a technical superstar with exceptional knowledge of IT and telecom industry.
  • Interesting and challenging work – The kinds of problems you'll be working on are diverse and engaging. There’s always something new and exciting in our routing department.
  • Awesome clients – We serve and partner with the majority of the leading mobile operators.

We do not ask for any fees (refundable or non-refundable) at any stage of the job application and or recruitment process. We, therefore, appeal to job seekers not to respond to any such requests.

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