Technical Account Associate

  • Infobip
  • Pune, Maharashtra, India
  • 17/11/2021
Full time

Description

Technical Account Associate works under the supervision of mentor and senior team members to deliver successful technical services to both internal and external customers. This role is primarily focused on learning by conducting administration tasks related to technical projects/setup and maintenance in accurate and timely manner.

1) Account Provisioning and Management

  • Subaccount creation; Adding new services​
  • Settings changes (additional fields, e.g. Allowed IP, adding contact lists, Setting up billing addresses) ​
  • New destination preparation (Sender name registration, analysis, checkup, route, DR, etc.) ​
  • Adjustments in Customer Portal (new users, permissions) ​
  • Preparing and running campaigns for clients

2) Registration and Administration

  • Sender and template registrations​
  • Buying numbers and setup (MO Dashboard) ​
  • All 2-way activities (ordering and account setup) ​
  • Custom accounts setup (ASTW, SNR, DCL, text restrictions, etc.) ​

3) Reporting and Analysis

  • Performance reports (traffic delivery, delivery rates report, flooding reports, etc.) ​
  • Generating data for QBRs (extracting data for business, support ticket analysis) ​
  • Status reports (e.g. Network Destinations report) ​
  • Senders reporting (e.g. registered, forbidden, etc.) ​
  • Custom analysis - related to the customer, country, route (e.g. # of senders or delivery rates for specific customer in certain country) ​

4) Ensure high-level of customer satisfaction

  • Serve as trusted technical resource by acting on technical service request with desired quality and customer satisfaction standard.

5) Contribute to internal improvement initiatives

  • Update internal databases with information about technical services (account provisioning, sender registration etc.)

 6) Focus on Continuous Development

  • Participate in Continuing Education sessions
  • Be fully versed on technical processes and tool functionalities

Qualifications

  • B.E/B.Tech/MCA
  • Minimum 2 to 3 years of relevant experience in Customer Support / Help Desk Support / Back Office Support
  • Basic to Intermediate experience in Account Management (Sender name registration, analysis, checkup, route, DR, etc.) ​or Account Setup (ASTW, SNR, DCL, text restrictions, etc.) ​
  • Basic to Intermediate knowledge in MS Excel/spreadsheets
  • Basic Knowledge on databases and programming logic is an advantage
  • Has analytical approach to technical problems
  • Knowledgeable in Telecommunications ( similar industry) is an advantage

Note: This position is either for Bangalore or Pune location.

Additional Information

Why our employees choose us (and stay)?

  • Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. You can look forward to working with the likes of Viber, Zendesk, O2 and… Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users!
  • Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
  • Learn as you grow – Starting from the Academy as an onboarding program, to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
  • Connect globally  – Work with people from different countries, participate in the biggest IT and Telecom events. We put the “global” in globalization

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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