The Customer Support Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations, Account Managers, Development, and Product Teams while also managing interactions with customer contacts globally. This role ensures that customer requests and incidents are addressed in line with contracted SLAs and quality standards. Responsibilities include incident management, service continuity, reporting, and other tasks to meet business needs. The role aims to deliver excellent customer experiences and manage real-time service levels, producing weekly and monthly schedules, calls, and reports.
Main Areas of Responsibility
Strategic Responsibilities
1. Quality Assurance and Optimization Enhance end-to-end diagnostics and resolution before involving concerned parties. Help archive communications and transactions using relevant sources and processes. Participate in designing and developing efficient customer processes by providing input and creating reports.
2. Customer Service Excellence Ensure the department provides World Class Customer Service at all times. Keep communication channels with technical developments in CEQUENS platforms open and relay necessary updates to customers. Manage ongoing relationships with internal and external customers with a focus on world-class communication.
Operational Responsibilities
1. Incident and Service Continuity Management
o Receive and handle incidents promptly, ensuring detailed and timely responses.
o Follow Incident Management best practices, including SLA escalations and lifecycle management.
o Troubleshoot incidents before escalation and stay updated on technical developments.
o Properly communicate and keep informed of system outages globally.
2. Documentation and Reporting
o Follow the documentation process and stay informed about updates.
o Consolidate global/regional reports for customers and ensure timely delivery to agreed quality standards.
o Produce the weekly and monthly schedules, calls, and reports.
3. System Monitoring and Innovation
o Monitor all system/traffic behavior for any irregularities.
o Participate in daily/weekly review meetings with account management, customers, and team members.
o Schedule ad-hoc training requests in consultation with relevant areas.
o Ensure efficient and effective dissemination of information to the team.
4. Team Coordination and Training
o Participate in daily/weekly review meetings with account management, customers, and team members.
o Schedule ad-hoc training requests in consultation with relevant areas.
o Ensure efficient and effective dissemination of information to the team.
Experience
· Minimum of 2-3 years of experience in customer support, ideally within the telecom or technology sectors.
· Proven ability to coach and lead a customer support team effectively.
Education
· Bachelor's degree in Business, Information Technology, or a related field.
Skills
· Strong communication skills to effectively manage customer and team interactions.
· Excellent problem-solving skills to efficiently resolve customer issues and improve service processes
What We Do
CEQUENS is a multi-award-winning omnichannel communication solutions provider. We are on a mission to simplify customer engagement through our innovation-focused solutions engineered for customer-first organizations.
We support businesses with communication APIs, multichannel applications and connectivity solutions such as SMS, WhatsApp Business, voice, and multifactor authentication. Our product suite aims to solve our customers’ unique problems and cultivate deeper human connections between businesses and individuals in every market we play.
With 5 office locations and 128+ direct network connections, CEQUENS empowers more than 1000 businesses in over 107 countries with faster, better, and stronger communication fine-tuned to their industries. Our platform boasts a 99.96% uptime and is built on industry-leading security standards.
CEQUENS is an ISO-certified and a PCI DSS-compliant company, and has been rated as a Tier One A2P SMS solutions provider in ROCCO's A2P SMS Market Impact Reports 2023. It is also recognized as a Meta Business Partner as well as a value-added service provider for Microsoft Teams Phone and WhatsApp Business. Our vision is to become the most compelling partner for developers, startups, and enterprises looking for simple and meaningful ways to connect.
For more info, contact [email protected]
