Messaging Support Specialist

Sinch Voice empowers cloud communications for service providers and enterprises over the largest and highest quality independent voice network in North America, with over 125 million numbers in service and carrying over 300 billion voice minutes annually. Through our IP-based network and cloud communications platforms, Sinch Voice offers a variety of solutions for service providers and enterprises as they seek to evolve their communications to the cloud and improve their customer engagement.

POSITION SUMMARY

As part of the Customer Support Center team, the Messaging Support Specialist I will contribute to the resolution of customer inquiries, issues and escalations of their messaging services. The Messaging Support Specialist serves as the internal customer advocate who is responsible for vetting messaging brands and campaigns, and providing frontline support for the customer's messaging needs. This role requires a person that is highly responsive, customer focused, and enjoys helping customers and team members and aspires to provide the best customer experience possible. Additional duties as assigned.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage customer cases regarding our messaging services and resolve them in a timely manner.
• Communicates effectively, clearly and concisely (both written and verbal) with both customers and internal team members.
• Manage customers' messaging requests & inquiries to meet expectations and provide best customer experience with timely status updates; always keep the customer informed.
• Review customer submitted brands and campaigns to ensure they are compliant with 10DLC messaging requirements.
• Educate and train customers on the best practices for 10DLC requirements to assist with submission of brands and campaigns.
• Act as a liaison to address product/service inquiries by obtaining information from internal stakeholders and communicating back to customers to provide the best customer experience possible.
• Responsible for submission of 8xx messaging registrations with supporting vendors
• Manage brand and campaign registrations submitted directly to Sinch Voice, which includes vetting and submission in The Campaign Registry portal.
• Utilize reporting tools (qlikview, BART) to address basic customer usage questions.
• Maintain customer profiles with accurate contact information and perform admin system maintenance and updates as requested.
• Provide frontline messaging support on customer phone calls.
• Educate customer on internal processes, systems and portals, as well as any changes and upgrades to back office that may impact their business; conduct customer training as needed.
• Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines.
• Complete follow-up on all issues and items
• Act as primary point of escalation assistance for customers
• Provide excellent customer support and immediate response to customer inquiries.
• Build strong internal and external relationships.
• Embrace the company culture and participate in ongoing training, including staff meetings.
• Perform other job-related duties as assigned.

Education & Experience

• Bachelor's degree with business major or equivalent work experience
• 1-3 years of experience in Account Management/Customer Support, Telecommunications, Telecom Network or related experience
• Highly proficient in MS Software application, specifically, Excel, PowerPoint, Project, Word, and Access.
• Experience with Salesforce
• Prior experience in Telecommunications desired

We have a friendly and relaxed culture. We offer great benefits, including paid parental leave for new parents, paid time away from work for volunteer activities, and generous PTO.

EEO/Vets