Customer Support Technician
Core
First point of contact for customers, providing technical assistance and ensuring success with Infobip's full-stack cloud communication platform.
Role type
Customer Support Technician (B2B/SaaS)
Builds
Customer success and satisfaction via technical support
Domain
Cloud communication / B2B SaaS
Deliverable
client delivery
Required skills
Active listening, technical troubleshooting, critical thinking, product knowledge acquisition, documentation, root cause analysis, probing questions, ticketing systems proficiency
Preferred skills
Adaptability to new technologies, resilience, curiosity, customer-centricity
Technologies
Internal support tools, ticketing systems
Responsibilities
Diagnose and resolve complex technical issues via phone, email, and chat; escalate complex issues to senior support or engineering; maintain and update support documentation and knowledge base articles; collaborate with other departments to ensure seamless customer experience.
Seniority
Individual Contributor
