Customer Support Representative - L1 Agent

Sinch SMB provides innovative mobile messaging solutions that help businesses of all sizes ñ from SMBs to enterprise-level ñ better connect with customers. With 90 percent of messages read within 90 seconds, Sinch SMB drives business success by creating engaging mobile experiences that customers love. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, Sinch SMB is the number one choice for easy and engaging business messaging. We are currently looking for a Customer Support Representative who will be responsible for providing assistance to MessageMediaís customer base via phone, email & chat channels. You will provide 24/7 support by identifying effective solutions to meet customer needs, helping customers understand and get the best out of our products, troubleshooting issues, assisting with billing queries and maintaining customer account data. shifts The role will span across online chat, email and phone communication channels and cover rotating across a 24/7 roster Key responsibilities of this role will include: whilst working from home. Key responsibilities: Become a MessageMedia Hub expert ñ before you can support others, you must know the product yourself Provide outstanding and timely technical and account/billing support in a fast-paced environment through phone, chat and email channels. Guide customers in their use of the platform by providing step by step support and answer questions related to our products and pricing Meet or exceed KPIs as set by your team leader, such as response time and quality metrics Ensure product knowledge is thorough and up to date by attending product briefings and training sessions Identify and escalate relevant concerns or customer feedback which may assist to drive improvements in both internal efficiencies and better customer outcomes To be successful in this role, you will need: 3+ years in a customer service role serving English-language international customers. Outstanding written and spoken English Passionate about delivering an awesome customer experience Strong interest in business and technology Demonstrable critical thinking and creative problem solving skills Ability to work as part of and contribute positively and proactively to the team environment Ability to learn new software platforms quickly An ability to work autonomously with high levels of self-motivation Important Information: This role may be required to work outside standard business hours due to the 24/7 nature of the teamís roster. Please provide a copy of your CV when applying ñ those who do not, will not receive a call back. You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements: PC ñ Intel i5 4th Gen (or higher) ñ self provided Minimum OS Version: Windows 10 or higher Internet browser (preferably Chrome ñ but can use Edge, Firefox etc.) Minimum RAM: 8 GB Minimum HDD Space: 1 GB Headset: USB Headset (noise-canceling) Web Camera (for team meetings) Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required. This is an ongoing contract position, with rotating roster patterns, so flexible availability is ideal. Dream Big - We make the impossible possible by dreaming big to solve our customersí problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success. Win Together - Great teams work faster and better together ñ creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. Itís all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together. Keep it Simple - Sinch means simple and easy. Itís how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground. Make it Happen - We make things happen and make them matter ñ for our customers and the world. We are ìdoersî who value getting results and donít overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If weíre not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off ñ letís get it done now.