Tech Customer Support Administrator II

About the Role

This organization operates as a worldwide authority in cloud-based communication, offering a sophisticated platform that facilitates business-to-customer engagement via voice, messaging, email, and conversational AI. In this mid-level Technical Customer Support Administrator position, you act as a crucial connector between the firm and its broad spectrum of enterprise-level clients. You will enter a fast-paced, tech-centric setting where you help maintain the smooth function of extensive communication frameworks and resources designed for developers. This position is well-suited for a professional focused on service who enjoys tackling complex technical problems and is motivated to assist an international user community from a remote location. Within this position, you have the authority to manage technical questions while gaining deep proficiency in the platform's offerings. You will collaborate with the Product, Engineering, and Customer Success departments to ensure that each engagement provides significant value and upholds the platform's reputation for dependable service. This role provides an excellent chance to sharpen your diagnostic abilities, increase your technical proficiency, and contribute significantly to high-standard support for sophisticated communication products.

Requirements

• You should have past experience in a support or similar professional capacity, alongside a strong dedication to client satisfaction.
• You need to be proficient in utilizing various software applications and ticketing platforms, specifically Zendesk.
• You must possess excellent analytical and problem-solving abilities, with the capacity to identify technical errors and articulate clear solutions to both technical and non-technical audiences.
• You need a strong eye for detail and the ability to balance multiple priorities in an energetic, rapid environment.
• A degree in Business Information Systems or a related discipline is beneficial, though relevant professional experience is also highly valued.
• You must demonstrate patience and professional empathy during all client engagements.
• A thorough grasp of software integrations, system workflows, and APIs is highly preferred, along with the ability to work successfully with cross-functional teams to achieve favorable results.

Responsibilities

• You will serve as the initial contact for clients, managing communications through phone, email, and live chat.
• You will perform essential monitoring, research, and correction of technical matters within the Level 1 tier while meeting defined service level targets.
• You will deliver comprehensive product support, which includes thorough analysis regarding product-related issues and message transmission.
• You will handle and document every case within platforms like Jira or Zendesk, ensuring all interactions are logged and tracked.
• You will assist with client onboarding, account configuration, and provisioning to facilitate a seamless user experience.
• You will keep clients informed throughout the resolution process to manage their expectations consistently.
• You will identify repeating technical problems, evaluate patterns, and propose areas for enhancement.
• You will triage and refer severe or complex incidents to Level 2 Technical Support while maintaining expert knowledge in API routing, integrations, and reporting.

Benefits & Perks

• You will be provided with a remote work environment, offering flexibility for your professional and personal life.
• You are eligible for an annual leave package and an additional day off to celebrate your birthday.
• You will receive support for career advancement, including coaching and access to professional growth training courses.
• You are provided with access to free virtual counseling services via an international Employee Assistance Program.