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Customer Service
Technical Support Specialist
@Sinch
[Hiring] Technical Support Specialist @Sinch
Mar 17, 2025 - Sinch is hiring a remote Technical Support Specialist. 💸 Salary: unspecified. 📍Location: Philippines.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are currently seeking a Technical Support Specialist, who will play a crucial role in providing exceptional support for our integration products. Some of our key integrations are Salesforce, NetSuite, Dynamics 365, Shopify, and Hubspot.
- Assist both external and internal customers by monitoring, investigating, and troubleshooting technical issues and incidents.
- Provide support throughout the entire customer lifecycle, from provisioning and onboarding to ongoing maintenance.
- Contribute to improving product systems and processes to enhance the overall customer experience.
- Serve as subject matter experts and provide responsive support via email, phone, and chat channels.
- Collaborate closely with the integration product/engineering team, technical support team, international counterparts (US), and sales and customer support teams.
- Enhance business processes and documentation, establishing expertise in specialized areas.
- Address customer tickets through our ticketing platform, offering pre and post-sale support to internal teams.
- Pursue learning and development opportunities to solidify expertise as SMEs.
Key Responsibilities
- Serve as the primary point of contact for internal and external customers, taking ownership of all technical inquiries relating to Integration and ensuring prompt resolution.
- Demonstrate expertise in supporting current and future integrations, specializing 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 Integration 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 Integration-related matters.
- Ensure new features or enhancements delivered by the product team are documented and training provided to the wider customer support teams (L1 and L2) 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 2 or 3 support when necessary.
- 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.
- Act as the primary point of contact for managing customer incidents, ensuring effective communication and resolution throughout the process.
Qualifications
- Exceptional customer service skills within a technology-driven environment.
- Excellent problem-solving abilities.
- Proficiency in multiple systems.
- Skills to engage effectively with clients and customers, showing empathy and patience.
- Familiarity with APIs.
- Bachelor’s degree in business information systems (advantageous).
Requirements
- Hands-on experience working within one or more of the following integrations: NetSuite, Salesforce, Dynamics 365, HubSpot, Active Campaign, Shopify, Big Commerce.
Benefits
- WORK FROM HOME: Our flexible remote work offering allows you to work from home, where you can be the most productive and successful.
- CELEBRATE YOU: By providing a day off for your birthday, we want you to take the time to celebrate the year you have had with your nearest and dearest.
- TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
- STAY HEALTHY: We offer comprehensive market competitive medical insurance. A variety of supplemental plans are also provided to meet your individual needs.
- STAY CONNECTED: Receive a generous monthly home internet allowance.
- CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
- Sinch will provide a company laptop within the first year of employment. You will need your own laptop or PC until the work provided laptop has been provisioned.
Technical 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.
Company Description
Sinch brings businesses and people together through tools enabling personal engagement. We partner with leading global enterprises and local startups, enriching their engagement with customers through our communications platform.
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| 📍 | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Philippines
|
|
Job Type
full-time
|
Posted
Mar 17, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
