Client Overview
Our client is a distinguished pioneer in the CPaaS (Communication Platform as a Service) industry, recognized for over two decades of innovation in bridging digital communication gaps. Since 2001, they have stood as a beacon of authority and approachability in the EMEA region, offering cutting-edge omnichannel solutions and Tier-1 connectivity. They are not just a technology provider; they are architects of communication dedicated to fostering meaningful connections that transcend digital barriers for businesses globally.
Overview
We are seeking a proactive and technically minded Operations Support Associate to champion the efficiency of product workflows and user satisfaction. In this pivotal junior-level role, you will ensure smooth day-to-day operations by managing the intersection of technical support and customer success. You will be responsible for the end-to-end onboarding experience, ensuring strict adherence to Service Level Agreements (SLAs), and providing reactive assistance to active customers, testers, and guest users. This is an opportunity to join a tech leader and develop deep expertise in cloud communication systems.
Key Responsibilities
Operational Support & Onboarding
- User Management: Lead the onboarding process for all user categories, including customers, testers, and guest users, ensuring a seamless start to their journey.
- Incident Resolution: Provide reactive operational support to address inquiries, troubleshoot technical issues, and ensure all tickets are resolved within SLA targets.
- Communication: Serve as the primary point of contact for incident updates, communicating complex technical resolutions clearly to both technical and non-technical stakeholders.
Process Optimization & Strategy
- Workflow Monitoring: Actively monitor operational workflows to identify bottlenecks and spearhead opportunities for process improvement.
- Data Integrity: Maintain accurate and detailed records of operational activities and user interactions within CRM and ticketing systems.
- Knowledge Management: Document solutions and insights to continuously enhance the operational support knowledge base.
Cross-Functional Collaboration
- Team Synergy: Collaborate closely with Sales, Customer Success, and Engineering teams to resolve complex operational challenges.
- Performance Reporting: Support the preparation of operational performance reports, providing data-driven insights to senior stakeholders regarding system health and user satisfaction.
Skills & Experience
Professional Background
- Education: Bachelor’s degree in Engineering, Computer Science, or a related technical field.
- Experience: 0–2 years of experience in operations, technical support, or customer-facing roles (experience in CPaaS or SaaS industries is highly preferred).
Technical Proficiency
- Protocols & Tech: Solid understanding of CPaaS technologies, including APIs, SMPP/SMS, HTTP, TCP/IP, and UDP.
- Infrastructure: Good knowledge of technical infrastructure (networks, servers, databases) is essential.
- Tooling: Proficiency in using Customer Support tools and CRM systems for managing tickets and interactions.
- Troubleshooting: Distinct ability to diagnose and resolve complex technical issues related to cloud communication platforms quickly.
Personal Attributes
- Customer-Centric: A genuine desire to provide superior service, with active listening skills to understand and adapt to customer needs.
- Clear Communicator: Excellent verbal and written skills, capable of bridging the gap between technical details and user understanding.
- Agile Problem Solver: The capacity to think on your feet and prioritize multiple inquiries efficiently under time constraints.
- Continuous Learner: A commitment to self-improvement and staying updated on evolving product knowledge and industry trends.
What they offer
A high-impact entry-level role within a leading industry innovator.
Exposure to state-of-the-art telecommunications and cloud technologies.
- A dynamic working environment with options for office-based, remote, or shift work
- A collaborative culture that prioritizes professional growth and technical development.
