Senior Technical Support Specialist

ClickSend is a global leader in business communication solutions. Our reputation is built on technical expertise, industry experience, quality support and service reliability. We are a business communications software company that provides companies of all shapes and sizes the ability to easily send and receive SMS, MMS, Rich Media, Email, Voice and even Post worldwide via web, app, or API. From bulk marketing to mission-critical solutions, we provide the telecommunications glue that connects the world.

We’re a small team based in Perth, Western Australia, but we’re a global brand with offices in the US, UK and Philippines. We’re creative problem solvers and we get stuff done but in a relaxed environment that’s not big on overly structured hierarchies.

ClickSend is proudly part of Sinch, the Customer Communications Cloud, who powers meaningful conversations at scale across messaging, voice, and email to help businesses deliver unified, personalized experiences that truly revolve around their customers — no matter the channels they use. Over 150,000 businesses, including 8 of the 10 largest tech companies in the world, rely on us for their customer communication needs, with over 700 billion customer engagements each year.

We have all the benefits of being part of a larger organisation, but we retain our ‘start-up’ mentality.  We maintain a spectacular work life balance and try to mix a little fun and music into our days.

We are currently looking for a Technical Support Specialist to join our team initially starting on an afternoon roster. The position assists in  monitoring, investigating and troubleshooting of any technical issues and incidents from internal and external customers.

Key responsibilities:

·       Be the first point of contact for internal and external customers for all technical inquiries.

·       Action requests in a timely manner

·       Take phone calls and emails from customers about their technical needs.

·       Troubleshoot any technical issues through to resolution and escalate when necessary.

·       Assist with development and improvement of technical support policies and procedures

·       Be a subject matter expert in all ClickSend’s products.

·       Assist with development and improvement of technical support policies and procedures.

·       Be available an afternoon shift

·       Work on API & ClickSend integration queries from customers

·       Create & publish help-docs for internal & public consumption.

The successful candidate will have strong customer services skills, ideally in a technology or retail environment.  Excellent problem-solving skills and the ability to effectively engage with clients and customers is essential to the success of this role. A knowledge of API and a Bachelor of Business Information Systems will be an advantage.

We dream big — for our company, our customers, and our employees — and we hire the best talent worldwide to help us bring our vision to life. We have a local presence in more than 60 countries — probably somewhere near you!

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of  Dream Big ,  Win Together ,  Keep it simple and  Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

We value our team by offering:

·       Flexible, hybrid work arrangement

·       Generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver

·       Access to Reward+ program

·       A day off for your birthday

·       Wellness programs

·       Coaching and career development support, including access to a range of online professional development courses

·       Access to our Employee Assistance Program

·       Global mobility policy

·       Monthly fitness reimbursement

·       Volunteer leave

·       Work from home set up reimbursement

If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now.