Customer Support Engineer
Customer Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
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.
Essential Requirements: 3-6 years of experience in marketing operations, demand generation, or B2B SaaS marketing Hands-on experience with HubSpot (marketing automation) Familiarity with Salesforce (CRM) expertise is not required, but experience working with it is beneficial Strong expertise in email marketing, lead scoring, and segmentation Data analysis & reporting experience with Google Analytics, HubSpot, and Power BI Excel expertise, including handling large datasets, pivot tables, and formulas Experience with campaign performance tracking & optimization Familiarity with sales and marketing alignment (MQL to SQL process, attribution modeling, etc.) Understanding of and experience in Account-Based Marketing (ABM) strategies Desired Requirements: Experience with SQL, Google Tag Manager, and web analytics Comfortable with JavaScript and basic coding/scripting for marketing tasks Experience with Webflow for website management
Employment Type
Full Time
