Tech Customer Support Administrator II

🔥 13 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Sinch

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $48.8M Post-IPO Debt - Sinch on 2024-09

Consulting • Logistics • Marketing

Sinch is a global communications platform (CPaaS) that provides APIs and applications for messaging, voice, email, verification, and conversational AI, along with network connectivity and telco services. It enables businesses to run marketing campaigns, send notifications and alerts, verify identities, and support customers across SMS, RCS, WhatsApp, email, and voice channels, backed by large-scale operator connections and infrastructure. Sinch serves enterprises and communication providers with scalable, secure messaging and voice infrastructure and developer-focused APIs and tools.

📋 Description

• Act as the first point of contact for internal and external customers via email, phone, and chat through Zendesk • Monitor, investigate, troubleshoot, and resolve technical issues and incidents within Level 1 scope and defined SLAs • Provide end-to-end product support, including message and product-related investigations • Log, track, and manage customer interactions and incidents in Zendesk, Jira, or other support tools • Maintain proactive customer communication, set expectations, and provide timely ticket updates • Support customer provisioning, account setup, and onboarding • Identify, triage, and escalate complex or high-impact issues to Level 2 Technical Support • Develop and maintain subject matter expertise in APIs, routing, reporting, and product integrations • Identify recurring issues, trends, and improvement opportunities • Collaborate with Engineering, Product, and Customer Success teams on issue resolution and service improvement

🎯 Requirements

• Prior experience in a support or similar role • Strong customer-first mindset • Proven ability to deliver exceptional service in a fast-paced, technology-driven environment • Strong problem-solving and analytical skills • Technical passion and ability to quickly diagnose issues, think critically, and communicate clear, effective solutions • High proficiency in navigating multiple systems and tools • Strong attention to detail and ability to manage competing priorities • Excellent communication skills with technical and non-technical customers • Empathy, patience, and professionalism • Solid understanding of APIs, integrations, and system workflows is highly desirable • Experience with ticketing systems such as Zendesk is beneficial • Experience collaborating with cross-functional teams is beneficial • Bachelor's degree in Business Information Systems or a related field is advantageous but not essential for candidates with relevant practical experience

🏖️ Benefits

• Remote working arrangement • Day off for your birthday • Generous annual leave program • Coaching and career development support • Access to online professional development courses • Free virtual counselling resources through the global Employee Assistance Program