Junior Customer Support Advisor

CEQUENS is a global AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative reliable and secure communication solutions. Established in 2011 CEQUENS offers a comprehensive suite of APIs including SMS WhatsApp for Business Voice Push Notifications and more enabling seamless and personalized interactions across multiple channels.

Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks credit cards digital payments OTT applications government authorities health and education and other industry verticals.

If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team

Key Roles and Responsibilities:

• Acted as the first point of contactfor CEQUENS customers across multiple channels (phone email live chat and ticketing).
• Provided first-line supportby addressing service inquiries troubleshooting issues and guiding customers on product usage (SMS WhatsApp Voice CPaaS platform).
• Ensured accurate logging classification and escalationof tickets in Freshdesk following CEQUENS SLAs and escalation matrix.
• Collaborated with internal teams (Technical Support Product Billing and Operations) to resolve complex cases while maintaining ownership and accountability at the first line.
• Delivered a high standard of customer serviceby proactively following up on open cases ensuring timely resolutions and driving customer satisfaction.
• Maintained strong communication with customers during peak periods and on-call coverage balancing responsiveness and quality.
• Contributed to the knowledge baseby documenting recurring issues FAQs and resolutions to support self-service and improve team efficiency.
• Participated in ongoing training and product enablementto stay current with CEQUENS portfolio policies and best practices in customer support.

Required Skills and Experience:

• 0 to 2 years experience B2B customer facing role ideally in a Tech/Telecoms business
• Excellent communication and interpersonal skillswith the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skillswith the ability to identify and solve customer issues efficiently.
• Proactive and organizedwith the ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication skillswith the ability to document issues and communicate solutions clearly.
• Experience with customer relationship management (CRM) systems and data analysis tools is a plus.
• Experience & background on CPAAS platforms is a plus.
• Passion for learning and a desire to continuously improve customer experience

Education

• Bachelors degree in a relevant field () or equivalent experience.

Required Experience:

Junior IC