Technical Support Specialist

Technical Support Specialist

MessageMedia | Melbourne, VIC, AU

Posted 17 days ago

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MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. With 90 percent of messages read within 90 seconds, MessageMedia drives business success by creating engaging mobile experiences that customers love.
Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging business messaging.

MessageMedia Group is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base.

At MessageMedia we are currently looking for a Technical Support Specialist to join our team. The position assists in monitoring, investigating and troubleshooting of any technical issues and incidents from internal and external customers.

Key responsibilities:
Be the first point of contact for internal and external customers for all technical inquiries.
Take phone calls and emails from customers about their technical needs.
Troubleshoot any technical issues through to resolution and escalate when necessary.
Be a subject matter expert in all MessageMedia's products.
Assist with development and improvement of technical support policies and procedures.
Be available to work on a rotating weekend on-call roster.
The successful candidate will have strong customer services skills, ideally in a technology or retail environment. Excellent problem-solving skills and the ability to effectively engage with clients and customers is essential to the success of this role. A knowledge of API and a Bachelor of Business Information Systems will be an advantage.
Our values of dream big, win together, keep it simple and make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. In addition, we offer the following benefits:
Flexible hybrid working arrangement
Generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
Access to Reward+ program
A day off for your birthday
Wellness programs
Fitness reimbursement
Coaching and career development support, including access to a range of online professional development courses.
Access to our Employee Assistance Program
Global mobility policy
Monthly fitness reimbursement
Volunteer leave
If you're looking for your next opportunity in your career and want to work for a growing tech company, then apply now!