Technical Support Role

7 days ago

Manila, National Capital Region, Philippines Sinch Full time

Sinch is a global leader in customer communications, seeking a skilled Technical Support Specialist to join their team. This role involves providing exceptional support for integration products, ensuring seamless interactions between various systems.

The ideal candidate will possess in-depth knowledge of current and future integrations, specializing in CRM and Marketing Automation platforms, ERP platforms, and Ecommerce platforms. They will engage with internal teams and external customers via phone, email, and support tickets to effectively troubleshoot and resolve technical issues.

This position requires close collaboration with the Integration Product team, US technical support counterparts, and sales and customer support teams. The successful candidate will establish and maintain a well-documented repository of information that the sales and support teams can leverage when dealing with Integration-related matters.

The Key Responsibilities:

  • Integration Support: Provide exceptional support for integration products, ensuring seamless interactions between various systems.
  • CRM and ERP Expertise: Demonstrate expertise in supporting current and future integrations, specializing in CRM and Marketing Automation platforms, ERP platforms, and Ecommerce platforms.
  • Troubleshooting and Resolution: Engage with internal teams and external customers to troubleshoot and resolve technical issues via phone, email, and support tickets.
  • Cross-Training and Knowledge Sharing: Foster collaboration with the Integration Product team and US technical support counterparts, engaging in cross-training and knowledge sharing initiatives.
  • Documentation and Training: Establish and maintain a well-documented repository of information that the sales and support teams can leverage when dealing with Integration-related matters.
  • Incident Management: Act as the primary point of contact for managing customer incidents, ensuring effective communication and resolution throughout the process.

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