Tech Support Administrator II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the main escalation contact for all technical support matters relating to Sinch’s Voice and Verification services.

• Identify, oversee, and resolve intricate customer issues, addressing technical inquiries and fulfilling service requests with a strong sense of ownership.

• Investigate and address complaints from service providers, including concerns regarding fraudulent traffic patterns and traceback requests.

• Advocate for initiatives aimed at improving the customer experience by offering data-driven insights and recommendations to internal stakeholders throughout the organization.

• Proactively monitor and assess global traffic to guarantee optimal routing, service quality, and performance.

• Manage and refine routing configurations based on quality, cost, and performance metrics, strategically focusing on key customers and markets.

• Administer customer account settings, encompassing number management, pricing implementation, and traffic routing rules.

• Develop and sustain essential operational tools, such as traffic dashboards, system alerts, and procedural runbooks.

• Analyze daily performance metrics to proactively identify, investigate, and resolve potential issues that could impact service.

• Promote continuous improvement by recognizing opportunities for automation and enhancing operational efficiency to elevate service delivery standards.

⛳️ Requirements

• Must be fluent in Mandarin.

• At least 3 years of experience in a technical customer support or service delivery role (preferably at 2nd line or higher).

• Experience in the telecommunications sector, with a solid, practical understanding of SIP protocol and contemporary voice technologies.

• Demonstrated experience working with APIs, including the capability to use or create simple libraries/scripts for testing and troubleshooting.

• Strong analytical abilities with experience in interpreting large, complex data sets to identify trends, troubleshoot issues, and inform decisions.

• Excellent written and verbal communication skills, with the capacity to convey intricate technical information clearly to varied audiences.

• A quick learner, adept at efficiently adapting to new technologies and processes.

• Flexible and willing to work occasional non-standard hours to support a global team and customer base.

🏝️ Benefits

• Remote work arrangement.

• Birthday leave (a day off on your birthday).

• Additional vacation leave as specified in the employee handbook.

• Health insurance coverage.

• Home internet allowance.

• Access to the Employee Assistance Program (EAP).