Tech Support Administrator II

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

📋 Description

• Act as the primary point of escalation for all technical support concerns related to Sinch’s Voice and Verification services.

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

• Investigate and resolve complaints from service providers, including issues associated with fraudulent traffic patterns and traceback requests.

• Advocate for initiatives aimed at improving the customer experience by providing data-driven insights and guidance to internal stakeholders across the organization.

• Proactively monitor and analyze global traffic to ensure optimal routing, service quality, and performance levels.

• Manage and optimize routing configurations based on quality, costs, and performance metrics, with a strategic emphasis on key customers and markets.

• Oversee customer account configurations, which include number management, pricing implementation, and traffic routing rules.

• Develop and maintain essential operational tools, such as traffic dashboards, system alarms, and procedural runbooks.

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

• Promote continuous improvement by identifying opportunities for automation and enhanced operational efficiency to raise 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 the 2nd line or higher).

• Experience in the telecommunications sector, with strong practical knowledge of SIP protocol and modern voice technologies.

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

• Strong analytical capabilities with experience in interpreting large, complex data sets to identify trends, troubleshoot issues, and inform decision-making.

• Excellent written and verbal communication skills, with the ability to clearly convey complex technical information to diverse audiences.

• A quick learner, capable of 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 setup.

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

• Additional vacation leave as detailed in the employee handbook.

• Health insurance coverage.

• Home internet allowance.

• Access to the Employee Assistance Program (EAP).