Customer Technical Support Specialist - Ecosystems

Sinch MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 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.
Sinch, the Customer Communications Cloud, powers meaningful conversations at scale across messaging, voice, and email to help businesses deliver unified, personalized experiences that truly revolve around their customers — no matter the channels they use. Over 150,000 businesses, including 8 of the 10 largest tech companies in the world, rely on us for their customer communication needs, with over 700 billion customer engagements each year.
We are currently looking for a Customer Technical Support Specialist - Ecosystems to join our Technical Support Team on a 12-month fixed term contract.
The Ecosystem Support Team assists both external and internal customers. They diligently monitor, investigate, and troubleshoot technical issues and incidents, ensuring that our customers receive the necessary support throughout their entire lifecycle, from provisioning and onboarding to ongoing maintenance. In addition to resolving customer inquiries, the team actively contributes to improving our product systems and processes, aiming to enhance the overall customer experience. With their extensive knowledge of our ecosystem products, they serve as subject matter experts and provide responsive support via email, phone, and chat channels.
Key responsibilities:

• Serve as the primary point of contact for internal and external customers, taking ownership of all technical inquiries relating to Ecosystem integrations and ensure prompt resolution.
• Demonstrate expertise in supporting current and future Ecosystem integrations, specialising in CRM and Marketing Automation platforms like Zoho, Dynamics, Hubspot and Salesforce, ERP platforms like Netsuite, and Ecommerce platforms such as BigCommerce and Shopify.
• Engage with internal teams and external customers via phone, email and support tickets (via Zendesk and Jira), and chat to effectively troubleshoot and resolve their technical issues.
• Foster collaboration with the Ecosystems Product team and US Technical Support counterparts, engaging in cross-training and knowledge sharing initiatives.
• Establish and maintain a well-documented repository of information that the sales and support teams can leverage when dealing with Ecosystem-related matters.
• Ensure new features or enhancements delivered by product team are documented and training providing to the wider customer support teams in conjunction with our L&D enablement specialist
• Thoroughly investigate and troubleshoot technical issues, ensuring they are resolved either independently or by escalating to Level 3 support when necessary, remaining the customer facing resource to support the customer through to the completion of the ticket.
• Maintain accurate incident records and interactions using Zendesk, Jira, or other support tools as required.
• Act as a Subject Matter Expert on technical topics such as APIs, routing, and reporting. Demonstrate proficiency in both core products and the range of integrations available.
• Conduct Root Cause Analysis (RCA) following systems incidents and effectively communicate recommendations for improvement.
• Act as the primary point of contact for managing customer incidents, ensuring effective communication and resolution throughout the process.
• Participate in rotating weekend on-call coverage, approximately once every 10 weeks, to provide timely assistance and support to customers during weekends and holidays.

To be successful in this role you will possesses exceptional customer service skills within a technology-driven environment. Exhibit excellent problem-solving abilities, showcase proficiency in multiple systems, and possess the necessary skills to engage effectively with clients and customers showing empathy and patience. Familiarity with APIs and a bachelor’s degree in business information systems would be advantageous. Along with hands-on integration experience working within one or more of the following ecosystems:

• NetSuite
• Salesforce
• Dynamics 365
• HubSpot
• Active Campaign
• Shopify
• Big Commerce

We dream big — for our company, our customers, and our employees — and we hire the best talent worldwide to help us bring our vision to life. We have a local presence in more than 60 countries — probably somewhere near you!
We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.
Our values of Dream Big, Win Together, Keep it simple and Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.
We value our team by offering:

• Flexible, hybrid work arrangement
• Generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
• Access to Reward+ program
• A day off for your birthday
• Wellness programs
• Coaching and career development support, including access to a range of online professional development courses
• Access to our Employee Assistance Program
• Global mobility policy
• Monthly fitness reimbursement
• Volunteer leave
• Work from home set up reimbursement

If you are looking for the next opportunity in your career and want to work for a certified “Great Place to Work”, growing tech company, then Apply Now.