Technical Support

• Take ownership of technical issues and working with development teams for more advanced issues when necessary

• Provide Level 1 technical support to customers by answering complex questions on functionality and product usage via web, phone, chat and email.

• Provide Level 2 technical support by investigating issues at the message delivery level with third party external messaging providers (SMS, Email and IP Messaging).

• Document troubleshooting and problem resolution procedures

• Resolving escalated customer complaints without the need of a team lead intervention

• Ability to provide 24X7 on-call Support for critical customer issues

• Responsible for providing technical support for the internal teams such as Sales, Marketing, Finance teams

• Provide technical support during deployment activities

• Daily monitoring of platforms, web services, servers, databases and gateways ensuring that all components are healthy using multiple monitoring tools

• Regular monitoring of business metrics such as platform traffic and platform performance

• Participation on providing customer training when required

• Provide support during and post system deployment

• Participate in development projects and provide inputs for network related items

• SMS and Email Routing

• Collaborate with messaging vendors for issue escalation

• Identify, test and evaluate new messaging routes as well as additional service offerings from these route providers (e.g. USSD, Text-to-Speech)

• Manage routing for optimal SMS delivery performance / profitability ratio

• Maintain up to date SMS route table pricing for all routes and destinations

• Monitor routes, identify and resolve problems efficiently to ensure minimal downtime.

• Proactively monitor routes, identify and resolve problems efficiently to ensure minimal downtime.

System and Network Provisioning

• Install / Deploy / Rebuild existing servers and configure settings in accordance to requirements

• Regular IT security monitoring and implementation of requirements when needed

• Develop and maintain installation and configuration procedure and standards

• Maintain SMS routing table and pricing for all routes and destinations

• Provide and maintain network / system documentation and knowledge-base

• System migration planning and implementation

• Provide solutions for known performance-related issues of crucial system components such as API gateways and SMS gateways

​Business Technical Support

• Assist internal team on technical issues

• Ensure office network is at an acceptable operational state

Customer Engagement

• Empathize with the customer on a business as well as individual level

• Nurture customer relationship and champion their success

• Be the swift solution to possible issues before the customer reaches out

Qualifications

• Strong Knowledge on web application architectures

• Demonstrate a solid understanding of mobile, email and IP messaging.

• Technically minded individuals with strong troubleshooting and efficient problem solving skills

• Outstanding customer service skills with the ability to create the best customer experience

• Ability to interface, collaborate and prioritize customer issues with internal teams

• Excellent communication skills and fluent in English

• 3-4 years of relevant experience in providing support or similar role and in an IT related industry

• Experience with Linux admin is a plus

• Experience with Application Monitoring tools is a plus

• Experience with service desks is a plus

• Results-driven, pro-active, self-starter

• Ability to work independently and as a team player

• Highly organised with attention to detail

• Graduate of any 4 year Degree Course or higher