Associate Customer Support Engineer

About the job

Proudly voted a Great Place to Work®, we are a dynamic startup in the CPaaS (Communication Platform as a Service) space that is revolutionizing the way businesses communicate. Our team is made up of 400+ energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

At Unifonic, our Client Services team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.

As a Client Services Advisor, you will be dealing with support issues that are complex in nature, carry differing priorities that must be addressed within predetermined service levels, cooperate with multiple stakeholders to perform their day-to-day duties, and represent the company in a visibly supportive manner.

Help us shape the future of communications by:

• Responding to inquiries from clients and communicating with vendors to help resolve any problems as 1st and 2nd line support via e-mail, phone, and remote connection.
• Executing day-to-day operations that are related to the company’s products and services including but not limited to reports, monitoring project performance, and issue tracking results.
• Providing in-depth training in areas of expertise, general product knowledge, and integration.
• Ensuring the availability of technical infrastructure, systems, products, and services.
• Working closely with cross-function teams to build a consistent client experience and identify opportunities for new product/feature development.
• Ensuring that communication flows internally and externally between different stakeholders at its best.
• Serving as a coach and trusted advisor to valued company clients.
• Establishing, documenting, and communicating best practice processes and procedures for ongoing management and solving operational problems and a database that has a tracking of all operations and documents, including but not limited to the knowledge base, operations manual, marketing reports, processes, and procedures.
• Looking after the implementation of project plans for current and new projects to achieve targets.
• Supporting other agents in progressing their tickets.
• Following up and reporting customer escalations in a timely manner.

What you will bring:

• Hands-on 2+ years of recent experience in client services-related positions, preferably in the tech industry.
• Good knowledge of technical infrastructures, networks, servers, software, and database administration and maintenance.
• Great problem-solving skills.
• Ability to work under high client/department demands and high availability.
• Self-motivation and the ability to work independently with a minimum level of supervision.
• High flexibility with working hours.
• Excellent communication and presentation skills.
• ITIL Certification.
• Bachelor's degree in Engineering, Software, or other IT-related fields.

As a Unifone, you will receive a range of benefits:

• Competitive salary and bonus.
• Unifonic share scheme (we are all owners!).
• 30 holiday days after the first anniversary.
• Your Birthday off!
• Spend up to 25 days per year working from anywhere in the world!
• Paid leave and assistance for new parents.