Customer Support Engineer

About SMS Magic:
SMS Magic is a leading cloud-based messaging platform, trusted by businesses worldwide for its powerful and seamless communication solutions. We specialize in delivering omnichannel messaging services like SMS, WhatsApp, and email, integrated with CRM platforms such as Salesforce and Zoho. As we continue to grow, we’re looking for motivated and customer-oriented individuals to join our support team and help us provide exceptional service to our clients.

Role Overview:
As a Customer Support Executive at SMS Magic, you will assist clients with technical issues, respond to inquiries, and ensure smooth product adoption. You will work primarily with Salesforce, Zoho, and the SMS Magic Portal to provide timely, accurate support, ensuring an exceptional customer experience with our messaging solutions.

Key Responsibilities:

• Customer Support: Handle inbound customer queries via email, chat, and phone, ensuring timely and accurate responses.
• Technical Troubleshooting: Address product-related issues, troubleshoot technical problems, and offer effective solutions using product knowledge and CRM tools (Salesforce/Zoho).
• CRM Case Management: Use ZohoDesk to log, manage, and resolve customer cases, ensuring efficient and prioritized resolution.
• Client Communication: Build and maintain strong client relationships, addressing needs and ensuring a positive customer experience.
• Escalation Handling: Escalate unresolved issues to senior support staff when necessary and ensure proper follow-up until resolution.
• Documentation: Maintain accurate customer records, document interactions, and contribute to internal knowledge bases.

Key Requirements:

• Experience: 2-5 years of experience in customer support, preferably in a SaaS, B2B, or tech environment.
• CRM Proficiency: Experience using ZohoDesk for customer management and support ticketing.
• Communication Skills: Strong verbal and written communication skills, particularly when interacting with US-based clients.
• Problem-Solving: Proven ability to troubleshoot and resolve technical issues effectively.
• Tech-Savvy: Basic understanding of SaaS products and messaging solutions.
• Proactive Attitude: Ability to anticipate customer needs and deliver high-quality service.
• Education: A graduate degree, ideally in a technical or engineering-related field.
• Customer-Centric: Passion for delivering excellent customer service and helping clients succeed with our products.

Why Join SMS Magic?

• Career Growth: Opportunities for continuous learning and career development in a fast-growing tech company.
• Competitive Compensation: Industry-standard salary, health insurance, and additional benefits.