Technical Support Specialist

MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. With 90 percent of messages read within 90 seconds, MessageMedia drives business success by creating engaging mobile experiences that customers love.

Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging business Upgrade to see actual infossageMedia Group is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base.

At MessageMedia we are currently looking for a Technical Support Specialist to join our Technical Support Team. You will be a subject matter expert in supporting our ecosystems integrations, responsible for assisting our customers by using your keen investigatory and troubleshooting skills on a range of technical issues and iUpgrade to see actual info. You will support our customers throughout the entire customer lifecycle, contributing towards improvements of our product systems and processes to enhance customer experience. You will be the subject matter experts on our entire range of messaging products, providing customer support over email, phone, and Upgrade to see actual infossageMedia has an offshore first-line support team based in the Philippines. The Philippines team will handle initial customer enquiries, with those needing technical support being escalated to the AU technical support team to manage.

Key responsibilities:
- Expert at understanding all the technical details surrounding MessageMedia's ecosystems integrations – including installation, configuration, and implementation
- Providing technical support (via phone, email, and chat) for our customers
- Assisting customers in troubleshooting problems, diagnosing issues, identifying sources of problems and offering solutions.
- Escalating product issues to our Development team when a solution cannot be identified.
- Providing feedback and input to MessageMedia's Product Management and Development teams regarding requested features and their relative importance.
- Planning, developing, and implementing workflows, triggers and automations that integrate with the MessageMedia integration for one-way or 2-way SMS communications that support the client's business applications.

The successful candidate will have proven technical support experience, with a working knowledge of NetSuite and/or Salesforce platforms. You have excellent problem-solving skills where you can autonomously investigate, trouble-shoot and execute solutions and the ability to effectively engage with clients to support and resolve enquiries. Knowledge of API integrations and a strong understanding in developing and supporting programming languages such as Java, PHP, SOAP and REST is highly advantageous.

Our values of dream big, win together, keep it simple and make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team.

Important Information:
This role may be required to work outside standard business hours due to the 24/7 nature of the team’s roster.
Please provide a copy of your CV when applying – those who do not, will not receive a callback.
You will need your own office set up with a self-provided laptop or PC, headset and a reliable internet connection with the below requirements:
PC – Intel i5 4th Gen (or higher) – self-provided
Minimum OS Version: Windows 10 or higher
Internet browser (preferably Chrome – but can use Edge, Firefox etc.)
Minimum RAM: 8 GB
Minimum HDD Space: 1 GB
Headset: USB Headset (noise cancelling)
Web Camera (for teaUpgrade to see actual infoetings)
Internet: Ethernet/Hardline Connection, speed minimum of 10Mbps Upload & Download Internet speed is required.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!