senior technical account AdministratorInfobip

Company Description
Infobip is a global leader in omnichannel engagement powering a broad range of messaging channels, tools and solutions for advanced customer engagement, authentication and security. Over the last 10+ years, we've grown into an Engineering Powerhouse with 60+ offices in 6 continents and over 2,000 experts, aiming to change the way the world communicates..
Through 60+ offices on six continents, Infobip's platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally. We serve both mobile network operators and enterprises, notably banks, social networks and corporations as well as non-profit organisations and public institutions. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.
Job Description
As a Senior Technical Account Administrator within Infobip Customer Support you will have a chance to work with both internal and external customers, ensuring all technical services related to projects, account setup and maintenance are delivered in accurate and timely manner.
They will work on the most delicate and priority customers in line with SLA. Senior also supports business and other team members by assessing complexity of service request, helping in task coordination and mentoring. This role is expected to proactively work on process and tool improvement and share the best practices with entire department.
What are the key tasks of a Senior Technical Account Administrator:
Account Provisioning and Management:
Ensuring user accounts are created and maintained properly
Adding new services
Setting changes and updating settings
Adjustments in user portal
Registration and Administration:
Sender and Template registrations
Setting up 2way
Custom accounts setup
Reporting and Analysis:
Performance reports, status reports, sender reports
Custom analyses
Business intel related to sender registrations
Getting data for QBR
Alerts
Troubleshooting and resolving alerts
Ensure high-level of customer satisfaction:
Serve as trusted technical resource by acting on technical service request with desired quality and customer satisfaction standard.
Manage relationship with internal and external customers.
Assess the complexity of service requests and assign to appropriate resource, having in mind delicate and priority/paying clients in line with SLA
Act as a shift leader and ensure high-quality by distributing tickets, supporting more junior team members, ensuring ongoing cases are covered and executed in line with procedures and SLA and ensuring smooth shift handovers
What are we doing this for? The answer is simple: to ensure high-level of customer satisfaction.
How do we insure our success? We are focused on continuous development of ourselves, of other team members and of our processes. And also, as we have so much different cases and scenarios we are documenting everything in order to make it easier for all of us to work on different cases.
Qualifications
SETM education background is preferred
At least more than 5 years of technical support in Telecommunication industry or CPaaS (SMS) background is preferred
Demonstrated experience in shift management with ability to understand, monitor and quickly respond to changes throughout the shift
Demonstrated experience in mentorship, coaching and providing feedback to team members
Have a "Can do" attitude and being a self motivated individual
Team player with excellent communication and interpersonal skills - good at working with people from various cultural background and in a remote team setup
Experience with account management, generating data reports using Business Intelligence is a plus
Experience with Slack, Confluence, JIRA and Zendesk (or any ticketing system) is a plus
Additional Information
Why our employees choose us (and stay)?
Awesome clients - We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. You can look forward to working with the likes of Viber, Zendesk, O2 and... Seriously, our clients are really cool. Work with the world's leading companies and impact how they communicate with their users!
Learn as you grow - Starting from the onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
Never a dull moment - We work with powerful companies with great impact, which pushes us to work on the highest possible level. Work on uncharted challenges and push boundaries on a daily basis.
Infobip

Taguig City, Metro Manila
Permanent
Full-time