Support Engineer

About the Job

• Answer, reply and support all clients whether through phone or email, operates as their helpdesk and handles their complaints over 24/7.
• Resolve client’s issues which related to any SMS service like SMPP, API and website.
• Maintain application monitoring, performance tuning and testing.
• Act as a technical resource for internal and external Yamamah product.
• Walk customers through the process of how to use 2P services for the first time.
• Help customers troubleshoot issues they encounter while using 2P services and provide actionable tips to resolve the problem.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint and determining the cause of the problem then selecting and explaining the best solution to solve the problem and finally following up to ensure resolution.
• Prepares product or service reports by collecting and analyzing customer information.
• Prepares and send technical documentation to customers.
• Contributes to team effort by accomplishing results as needed by the organization.
• Generates frequent reports from SQL.
• 24/7 monitoring of VAS SMS gateways and escalates to appropriate party when required.

Job Requirements

• Bachelor's degree (in Computer Science or related field).
• Strong customer service and support focus with a desire to deliver a high quality service.
• Self-motivated and highly professional with ability to lead and take ownership and responsibility.
• Extensive problem solving and debugging skills.
• Experienced in Problem and Incident Management.
• Excellent interpersonal and communication skills.
• Flexible in working outside of core business hours.
• Strong Database knowledge (SQL).