B2B Technical Support

ABOUT US

Headquartered in Sydney, Australia, and operating globally, Soprano Design is a leading global communications platform as a service (CPaaS) provider that brings nearly 30 years of experience with enterprise-level mobile messaging to each of our over 4,500 government and enterprise clients around the globe.

Soprano's flagship product, Soprano Connect, is an innovative award-winning platform that helps customers to strategically integrate, email, SMS, voice, conversational AI, IP messaging and social channels such as RCS, WhatsApp and Google Business Messages into a seamless secure omni-channel business mobile messaging experience.

POSITION SUMMARY

We're seeking experienced B2B Technical Support staff to join our team of high-performing and customer-focused group based in Manila. Our group's primary responsibility is in servicing customers across all platforms around the world, problem solving and increasing knowledge regarding our products and services.

Please note this role is Hybrid, 3 days a week in the office and rest is working from home.

KEY RESPONSIBILITIES:

This includes but is not limited to:

• Receive inbound support cases via email, telephone and chat
• Create, track, and update support tickets using software tools
• Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit
• Provide clear and accurate communication with customers through various channels
• Perform basic troubleshooting and evaluation activities as required to address and route support cases to appropriate teams as required
• Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness
• Perform initial research, internal consultation and collaboration regarding product functionality relevant to support cases
• Escalate cases that required administration or product configuration tasks when appropriate as part of support case resolution
• Communicate, collaborate with internal teams on partner and other third-party vendors escalations as required to address support cases
• Be able to independently address support cases regarding core functionalities, common "how to" questions and known issues related to the assigned product(s) and area(s) of responsibility
• Remain up-to-date with the client's latest product releases
• Demonstrate an ongoing commitment to increasing knowledge of the client's products in the assigned and related area(s) of responsibility
• Identify cases which must be transferred or escalated to another internal group such as Support, Customer Success Managers, Senior/T2 Support or Customer Support leadership
• Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
• Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
• Collaborate with other cross-functional teams, including Customer Success Managers
• Manage inbound incidents as first responders and maintain communication and update to customers.

Skills & EXPERIENCE TO SUCCEED:

• At least 2 years B2B software support, service desk and operational support.
• Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
• Strong technical acumen with the ability to pick up new software skills with ease
• Strong interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication throughout the team or functional area
• Experience in a customer service role in a SaaS environment. Customer base is enterprise, corporate and government.
• Ability to multitask and prioritize in a fast-paced environment
• Familiarity with ticketing systems such as Zendesk or Salesforce and support tools
• Strong attention to detail and problem-solving abilities
• Experience working with APIs and SMPP protocols (recommended but not required)

WHY WORK FOR SOPRANO:

• Work for a leader in the CPaaS industry: We are a leading enabler for enterprise communications, with a customer-centered approach that allows us to reach significant results with our clients and partners.
• Our focus on Technology: We pride ourselves on building technology for the future of communication that creates richer meanings, deeper trust and better connections.
• Global presence: Soprano is headquartered in Sydney, but we have a global presence in Europe, North America, South America, New Zealand and Southeast Asia
• Collaborative and inclusive environment: We are committed to a workplace environment where every employee is respected and empowered to be their best selves at work.
• Training and Development: We're a small company with global presence that allows you to gain valuable insight and exposure to various markets worldwide
• Competitive salaries: We are a pay for performance company that values your contributions through our competitive salaries, rewards and recognition programs
• Flexible Working: We're a lover of hybrid working, and this allows us to stay connected to our local and global teams while allocating time to do the things we love

People are at the core of what we do and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications of all gender identity, nationalities, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.