Technical Support Specialist

3 weeks ago

Philippines Kudosity Full time

Kudosity is seeking a motivated Technical Support Specialist to assist our global customers with technical issues or questions relating to the integration and onboarding of their SMS campaigns.

About us

Kudosity offers a range of capabilities, including global messaging and connectivity access, Software-as-a-Service (SaaS) messaging platforms with advanced contact, and campaign management alongside limitless automation to empower businesses to communicate at scale while maintaining a personal touch.

We are on a mission to make business more human by building lasting relationships with people through the power of conversation.

Department overview

Our Commercial team includes: Sales, Customer Success and Technical Support. The team collaboratively strives to achieve our ambitious aspirations for scaling our business.

Our goals are to:

  • Increase revenue growth: new customer acquisition, identifying new market segments and opportunities to significantly expand our customer base.
  • Enhance existing customer engagement, building lasting relationships with our customers to help them gain maximum value from our products and services.
  • Ensure customer satisfaction by providing timely support, resolving customer issues quickly and efficiently, reducing downtime and enhancing overall product reliability.

How you'll make an impact

Our Technical Support Specialist will become a key stakeholder in our customer lifecycle, providing feedback and influence to the broader business. This includes working across a 24/7 rostered schedule to be available to our growing customer base across the world.

You have a desire and want to fix things, and enjoy speaking to people on the front line. You will work with the team as a whole with any platform outages, and/or up and down stream partner's outages, to provide clear communication and resolution to the business and customers.

What you'll do

Technical Support

  • Being a trusted adviser and providing support to customers, sales agents and the wider team.
  • Sales support can be delivered to a range of areas — such as but not limited to — Internal sales teams, reseller/distributor staff and existing or prospective customers.
  • Provision of technical advice and assistance either in support of customer development or sales activity or in fulfilment of sales obligations.

Systems

  • Understanding our products and how customers can maximise their return on investment, how APIs function.
  • Engaging as a consultant for our customers and providing insights and recommendations to the business on our tech stack.
  • Onboarding new clients to Burst SMS and our other products.

Internal Resource Subject Matter Expert

  • Become a go to for product knowledge; learning the current Burst SMS Platform, Tech Stack & Connectivity.
  • Pricing & Processes inside and out.

Quality

  • Responding to customer requests in a timely and professional manner.
  • Escalating incidents and triaging requests to the relevant departments, funnelling information back to the customer while exceeding their expectation.

What you'll bring

  • Experience with account management and technical support of web, IT, telco, or SaaS related products/services.
  • Diagnostic and informed technical troubleshooting skills.
  • Outstanding written and verbal communication skills.
  • Knowledge of XML, JSON, SMPP, REST APIs & scripting would provide an advantage.

Our culture

Our incredible employees are at the heart of all our achievements. Innovation and progress are created from diverse voices, ideas, and talents that comprise our workforce. We are proud to be an equal opportunity employer and are committed to cultivating diversity in our teams.

If there are any accessibility adjustments you need to help you be able to apply for this role, please let us know in the application form.

Together, we're shaping the future of customer communication, one meaningful connection at a time.

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