Executive/Sr. Executive - Technical Support

We are Sinch. Even if you don’t know us by name or recognize our logo yet, chances are you have used our products in one way or other. We are leading global communication Platform (cPaas) provider – the connector between the two through our messaging, voice and video solutions. By year end Sinch will be close to 4000 employees in more than 50 countries with one of our engineering hub at Noida location.

Our APIs and platform deal with over 145 billion engagements annually. Sinch, 2nd largest cPaaS and messaging provider in the world is looking for a Executive/Senior Executive - Technical Support at its Noida (India) location.

Are you up for the challenge?

The essence of the role

• Review OPF/PO/Agreements prior to processing.
• Oversee the SalesForce workflow and assign tickets to the appropriate stakeholders.
• Keep track of the progress on new accounts.
• Ensure adherence to the new account release checklist.
• Monitor traffic and errors reported during troubleshooting.
• Maintain and communicate updates on the new account release progress to both internal and external stakeholders.
• Guarantee that service level agreements (SLA) and turnaround times (TAT) for new account releases are met, and proactively address potential breaches of TAT.
• Facilitate daily stand-up meetings among the technical support team, NAM team, and customer success team.
• Keep access forms and documents up to date for ISO and other audits.

Who are you?

In order to contribute in this role you have:

• Provide back-office support
• Manage ticket creation and closure in the CRM
• Collaborate closely with the client-facing team
• Validate data
• Generate reports

Big plus!

• You’ll stand out from the crowd if you have:
• Relevant Work Experience
• Telecom Background
• Good presentation skills
• Public speaking skill
• MS Office and CRM platforms

• Training & Development
• Private Health Insurance
• Work From Home/Hybrid
• Subsidiary Lunch