Technical Support Officer

About the job

• We are seeking a Customer Success Engineer to support and delight our customers through technical troubleshooting and proactive engagement at Termii. This role is crucial in ensuring customer satisfaction, retention, and smooth onboarding of users onto our communication solutions. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and a proactive attitude toward problem-solving and process improvement.

Responsibilities

• Diagnose and troubleshoot technical issues.
• Support the roll – out of new applications and features.
• Provide support in the form of procedural documentation.
• Follow up on industry trends, and suggest recommendations to improve the customer success team. 
• Onboard, follow up and close leads/customers interested in whatsapp service to be converted to paying customers. 
• Provide effective and timely customer technical support.
• Develop and implement innovative ideas that aid in increasing customer satisfaction and retention. 
• Handle all vendor related issues of customers.
• Follow up and ensure all customer route/delivery pending issues are resolved.

Role Requirements

• 5+ years of proven work experience as a Technical Support representative or similar role
• BSc/B.A in any field.
• Excellent communication skills
• Critical thinking/Troubleshooting skills
• Ability to work under pressure
• Strong demonstration of emotional intelligence
• Stakeholder Management and Cross functional collaboration