Customer Support Engineer

Customer Support Engineer
Experience Level: 3-6 years

Company Overview:
Founded over 15 years, we are a trusted messaging leader for businesses around the globe.We work with customers from small, mid-size businesses to large global enterprises across industries including contact centres, financial services, higher education, retail, staffing, wellness and more. Our commitment to every customer is, We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition.

Read more about us at: https://beconversive.com/ https://www.sms-magic.com
Company Overview: Here

Role Overview:
As a Customer Support Executive at SMS Magic, you will assist clients with technical issues, respond to inquiries, and ensure smooth product adoption. You will work primarily with Salesforce, Zoho, and the SMS Magic Portal to provide timely, accurate support, ensuring an exceptional customer experience with our messaging solutions.

Key Responsibilities

• Customer Support: Handle inbound customer queries via email, chat, and phone, ensuring timely and accurate responses.

• Technical Troubleshooting: Address product-related issues, troubleshoot technical problems, and offer effective solutions using product knowledge and CRM tools (Salesforce/Zoho).

• CRM Case Management: Use ZohoDesk to log, manage, and resolve customer cases, ensuring efficient and prioritised resolution.

• Client Communication: Build and maintain strong client relationships, addressing needs and ensuring a positive customer experience.

• Escalation Handling: Escalate unresolved issues to senior support staff when necessary and ensure proper follow-up until resolution.

• Documentation: Maintain accurate customer records, document interactions, and contribute to internal knowledge bases.

  
  
  

Requirements

Key Requirements

• Experience: 2-5 years of experience in customer support, preferably in a SaaS, B2B, or tech environment.

• CRM Proficiency: Experience using ZohoDesk for customer management and support ticketing.

• Communication Skills: Strong verbal and written communication skills, particularly when interacting with US-based clients.

• Problem-Solving: Proven ability to troubleshoot and resolve technical issues effectively.

• Tech-Savvy: Basic understanding of SaaS products and messaging solutions.

• Proactive Attitude: Ability to anticipate customer needs and deliver high-quality service.

• Education: A graduate degree, ideally in a technical or engineering-related field.

• Customer-Centric: Passion for delivering excellent customer service and helping clients succeed with our products.

  
  
  

Benefits

What Working at SMS Magic Offers

At SMS Magic, people growth is parallel to company growth, and our work culture supports our commitment to creating a world-class CRM messaging company. Our work culture is built on high-performance teaming, where everyone can achieve their potential and contribute to building a better working world for our people and clients.

We offer:

• The freedom and flexibility to handle your role in a way that's right for you.
  
  
• Exposure to a dynamic and growing global business environment.
  
  
• Access to innovative and cutting-edge technology and tools.
  
  
• Opportunities to showcase analytical capabilities and make high-impact contributions to business teams.
  
  
• A competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business.
  
  

Additionally, we provide a work environment that values balance, ensuring our people are active, healthy, and happy inside and outside of work.