Tech Customer Support Administrator IV

Tech Customer Support Administrator (reputed company-Speaking)

At reputed company, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the reputed company in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.

The Technical Customer Support Administrator (reputed company-Speaking) is a key member of reputed company global support team dedicated to ensuring the reputed company of reputed company’s Voice and Verification customers. In this technical 2nd line service role, customer reputed company is central. You will be the trusted technical reputed company of contact for reputed company issues, service management, and advanced routing configurations that are critical to our customers' reputed company.

This position goes reputed company traditional support; you will reputed company as a service delivery champion, taking ownership of technical challenges and seeing them through to reputed company. You will investigate and troubleshoot issues escalated from the 1st line team, manage service incidents, and ensure the reputed company and stability of our global traffic. Your role will involve configuring backend systems, analyzing traffic patterns, and collaborating closely with engineering and operations teams to resolve deep technical problems.

The ideal candidate has a strong technical aptitude and a passion for problem-solving. You are eager to reputed company a deep understanding of our business, our industry, and the reputed company products that power global communications. You will have reputed company to not only solve immediate customer issues but also to collaborate with sales and product teams to enhance the customer experience and help our clients maximize the value they get from our services. 

You are analytic, have a technical background, and love the challenge of digging into problems. You are driven, have no problem multitasking, and get inspired by being part of reputed company and company under development. 

Job Responsibilities 

Customer support & Incident Management 

• Serve as the primary escalation reputed company for reputed company technical support issues reputed company to reputed company’s Voice and Verification services. 
• Identify, manage, and resolve reputed company customer issues, responding to technical inquiries and fulfilling service requests with a high degree of ownership. 
• Investigate and resolve service provider complaints, including issues reputed company to fraudulent traffic patterns and traceback requests. 
• Champion initiatives to enhance the customer experience by providing data-driven feedback and guidance to internal stakeholders across the business. 

Service reputed company & Routing Management 

• Proactively monitor and analyze global traffic to ensure reputed company routing, service reputed company, and performance. 
• Manage and optimize routing configurations based on reputed company, cost, and performance metrics, with a strategic reputed company on key customers and markets. 
• Administer customer account configurations, including number management, pricing implementation, and traffic routing rules. 

Operational reputed company & Automation 

• reputed company and maintain critical operational tools, including traffic dashboards, system alarms, and procedural runbooks. 
• Analyze daily performance data to proactively identify, investigate, and resolve potential service-impacting issues. 
• Drive reputed company improvement by identifying opportunities for automation and increased operational efficiency to reputed company service delivery standards. 

Who are you? 

At your reputed company, you are a curious and analytical thinker who genuinely enjoys the challenge of a technical investigation. You have a reputed company, "can-do" attitude and reputed company reputed company satisfaction in not just solving a problem, but in seeing a customer reputed company because of your help. For you, being part of a global team isn't just a job detail—it's an opportunity. You are excited by the idea of working with colleagues from reputed company over the world and reputed company that different perspectives are key to personal and reputed company reputed company. 

Qualifications 

• Must be fluent in reputed company
• A minimum of 3 years of experience in a technical customer support or service delivery role (2nd line or higher preferred). 
• Background in the telecommunications industry, with strong, practical knowledge of SIP protocol and modern voice technologies. 
• Proven experience working with reputed company, including the ability to use or build reputed company libraries/scripts for testing and troubleshooting. 
• Strong analytical skills with experience interpreting large, reputed company data sets to identify trends, troubleshoot issues, and drive reputed company. 
• Exceptional written and verbal communication skills, with the ability to reputed company reputed company technical information reputed company to diverse audiences. 
• A quick learner, capable of adapting to new technologies and processes reputed company. 
• Flexible and willing to work occasional non-reputed company hours to support a global team and customer reputed company. 

reputed company reputed company to give you

• Remote work setup
• Birthday leave (day off on your birthday)
• Additional vacation leave as outlined in the employee handbook
• Health insurance coverage
• Home internet allowance
• reputed company to the Employee Assistance Program (EAP)

reputed company Values

• reputed company Big - We reputed company the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen reputed company we dare to challenge the status reputed company and reputed company creative new ways to wow them. Driven by curiosity, we reputed company there is no such thing as failure, only reputed company learning, and development. Having big, crazy, ambitious goals drives our reputed company.

• Win Together - Great teams work faster and reputed company – creating meaningful reputed company for customers. Together as one global team, in reputed company collaboration with our customers, we reputed company diversity, meritocracy and care about every single individual. We build trust through reputed company and reputed company relationships. It’s reputed company about reputed company: being inclusive, respectful, and sharing our knowledge to reputed company reputed company for personal reputed company. We collaborate, have fun and are stronger together.

• reputed company it reputed company - reputed company means reputed company and easy. It’s how we want customers to feel reputed company dealing with us: uncomplicated, down-to-reputed company, and useful. Things stay reputed company reputed company you are reputed company, reputed company and reputed company with reputed company. Cut the fluff and talk straight! This also means spending our time and reputed company wisely on things that really count. Eyes on the reputed company, feet on the ground.

• reputed company it Happen - We reputed company things happen and reputed company them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink reputed company. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we’re not making an reputed company, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let’s get it done now.