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 15 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.
We are an international cloud technology and communications company operating on full-stack Communications Platform as a Service (CPaaS) and Software as a Service (SaaS) with private cloud infrastructure and zero-hop connectivity to telecoms globally. Services include A2P SMS messaging, A2P voice, A2P RCS, app notifications, auto generated rich emails, chat apps messaging, chatbot platforms/AI, customer authentication and verification, global connectivity management solution for IoT devices, carrier billing and more. We serve both mobile network operators and enterprises, notably banks, social networks and corporations as well as non-profit organisations and public institutions.
Job Description
Why this role is important?
As a 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. Ensuring all technical services related to client projects, client account setup and maintenance are delivered in accurate and timely manner.
Account Provisioning and Management
Subaccount creation; Adding new services​
Settings changes (additional fields, e.g. Allowed IP, adding contact lists, Setting up billing addresses ...) ​
New destination preparation (Sender name registration, analysis, checkup, route, DR, etc.) ​
Adjustments in Customer Portal (new users, permissions) ​
Preparing and running campaigns for clients*
Registration and Administration
Sender and template registrations​
Buying numbers and setup (MO Dashboard) ​
All 2-way activities (ordering and account setup) ​
Custom accounts setup (ASTW, SNR, DCL, text restrictions, etc.) ​
Reporting and Analysis
Performance reports (traffic delivery, delivery rates report, flooding reports, etc.) ​
Generating data for QBRs (extracting data for business, support ticket analysis) ​
Status reports (e.g. Network Destinations report) ​
Senders reporting (e.g. registered, forbidden, etc.) ​
Custom analysis - related to the customer, country, route (e.g. # of senders or delivery rates for specific customer in certain country) ​
Ensure high-level of customer satisfaction
Serve as trusted technical resource by acting on technical service request with desired quality and customer satisfaction standard.
Contribute to internal improvement initiatives
Update internal databases with information about technical services (account provisioning, sender registration etc.)
Focus on Continuous Development
Participate in Continuing Education sessions
Be fully versed on technical processes and tool functionalities
Qualifications
SETM education background is preferred, minimum a Bachelor's degree.
At least 3 years of technical support in Telecommunication industry or CPaaS (SMS) background is preferred
Demonstrated experience in working with internal and external clients by providing troubleshooting and technical solutions through which meets the standard of customer satisfactions
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
Professional level of English communication is a must
Additional Information
At Infobip we dream big. We value creativity, persistence and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. 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. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.
Why our employees choose us (and stay)?
Learn as you grow - Starting from the detailed 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.
Opportunity Knocks. Often. - Being a part of a growing company in a growing industry - we challenge you not to grow! Whether it's horizontal, vertical, or angular, we want to support the path that you want to carve.
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!
Pay & Perks - Competitive salary, travel allowances, expatriate compensation packages for your business trips, rewards and holiday bonuses, a team taking care of all the equipment you need, team buildings and other organised activities, company library, organised sports, kitchen stocked with the usual suspects... Talk about a balanced lifestyle.
Infobip

Taguig City, Metro Manila
Permanent
Full-time