Customer Support Engineer

Location: Bogotá, Colombia

Only Resumes in English will be considered. Solo se considerarán los currículos en inglés.

Telesign connects, protects and proactively defends companies, customers and the digital interactions between them. With powerful AI that delivers identity with speed, accuracy and global reach, we enable Continuous Trust. Empowering companies to transact, communicate and engage with their customers free of fear, Continuous Trust makes the promise of the digital economy possible. 

We are looking for a Customer Support Engineer as a part of Telesign Technical Support who will be working with our customers as well as with internal teams on troubleshooting issues, resolving them, or escalating problems. Technical Support Team is working in conjunction with other Telesign teams, employs a customer-centric oriented approach to improve the quality of the service that Telesign provides. 

Key Responsibilities

• Identify, clarify, and resolve general and specific customer impacting problems. 
• Provide professional, useful, and complete advice, training, and responses. 
• Learn, apply, and articulate Telesign products, services, and operational technology to recommend potential uses and best practice for customers; to stay up to date with application changes. 
• Drive increased customer satisfaction by exceeding expectations. 
• Provide responsive support in line with company service levels and proper handling. 
• Maintain accurate account information and settings in proprietary systems. 
• Alerting and Communication – Internal and External. 
• Provide additional monitoring after alert by responsible Telesign department. 
• Evaluation and feedback on operational procedures/processes to ensure efficiency and security. 
• Maintain and expand technical knowledge across Telesign products and services, tools, and processes. 
• Contribute to and maintain technical documentation, responses, FAQs, knowledge bases and processes to help work efficiently across Support organization. 
• Update relevant stakeholders with the most frequent customer questions or where customers experience confusion or issues. 

Essential Requirements

• 2-3 years’ experience in a mid or high-level customer facing role. 
• Fluent English, excellent verbal and written. 
• Fast Learner. 
• High level of responsibility. 
• Team orientated. 
• Strong problem-solving skills and analytical skills; logical and critical thinking. 
• Strong Customer care and focus. 
• Positive attitude and results-driven motivation. 
• Ability to translate technical knowledge and concepts to non-technical people. 
• Strong ability to prioritize and multi-task in a fast-paced environment. 
• Attention to detail. 
• MS Office package - relevant knowledge.

Preferred qualifications

• Experience in the telecommunications industry, particularly with SMS, voice, and WhatsApp services.

About Telesign

Telesign connects and protects online experiences with sophisticated customer identity and engagement solutions. Through APIs that deliver user verification, data insights, and communications we solve today’s unique customer challenges by bridging businesses to the complex world of global telecommunications. 

Telesign is proud to be an equal opportunity employer. We believe our differences help us create a better workplace, a better product, and a better community. We do not discriminate on the basis of race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, age, genetic information, disability, military or veteran status, or any other basis protected by federal, state or local law, ordinance or regulation. 

Telesign also participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Telesign is an Affirmative Action Employer and as part of the commitment to AAP, it will seek to ensure affirmative action to provide equality of opportunity in all aspects of employment, and that all personnel activities, such as the recruitment selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based on protected characteristics. 

NOTICE TO ALL POTENTIAL JOB CANDIDATES 

We recently have become aware of individuals, unaffiliated with Telesign Corporation, who have been sending out fake employment offers using a name similar to ours, in an apparent attempt to defraud would-be job candidates. In a recent example, a scam email was sent from the @outlook.com domain. All emails sent on behalf of Telesign will come from email addresses ending in @telesign.com. 

Please be advised that Telesign Corporation does not solicit candidates for employment via email - nor do we require or ask for fees or payments during any phase of the recruitment or hiring process. If any person solicits financial information, fees, or payments from you as part of the "recruitment process" or as part of a purported employment offer, you should assume that the communication is not from Telesign Corporation and is not sanctioned or approved by our Company. 

If you have received one these offers or believe you have been the victim of fraudulent activity via the internet, we would appreciate you filing a complaint with the Internet Crime Complaint Center at the link below: 

http://www.ic3.gov/default.aspx