Customer Support Specialist

CEQUENS is a leading global communications platform as a service (CPaaS) 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.

Role Description:

Working in Operations department the Customer Support Senior Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations, Account Managers, Development, and Product Teams while also managing interactions with customer contacts globally. This role ensures that customer requests and incidents are addressed in line with contracted SLAs and quality standards. Responsibilities include incident management, service continuity, reporting, and other tasks to meet business needs. The role aims to deliver excellent customer experiences and manage real-time service levels, producing weekly and monthly schedules, calls, and reports.

Main Areas of Responsibility

Strategic Responsibilities

·        Quality Assurance and Optimization

·        Enhance end-to-end diagnostics and resolution before involving concerned parties.

·        Help archive communications and transactions using relevant sources and processes.

·        Participate in designing and developing efficient customer processes by providing input and creating reports.

Customer Service Excellence

·        Ensure the department provides World Class Customer Service at all times.

·        Keep communication channels with technical developments in CEQUENS platforms open and relay necessary updates to customers.

·        Manage ongoing relationships with internal and external customers with a focus on world-class communication.

Operational Responsibilities

Incident and Service Continuity Management

·        Receive and handle incidents promptly, ensuring detailed and timely responses.

·        Follow Incident Management best practices, including SLA escalations and lifecycle management.

·        Troubleshoot incidents before escalation and stay updated on technical developments.

·        Properly communicate and keep informed of system outages globally.

Documentation and Reporting

·        Follow the documentation process and stay informed about updates.

·        Consolidate global/regional reports for customers and ensure timely delivery to agreed quality standards.

·        Produce the weekly and monthly schedules, calls, and reports.

System Monitoring and Innovation

·        Monitor all system/traffic behaviour for any irregularities.

·        Participate in daily/weekly review meetings with account management, customers, and team members.

·        Schedule ad-hoc training requests in consultation with relevant areas.

·        Ensure efficient and effective dissemination of information to the team.

Team Coordination and Training

·        Participate in daily/weekly review meetings with account management, customers, and team members.

·        Schedule ad-hoc training requests in consultation with relevant areas.

·        Ensure efficient and effective dissemination of information to the team.

Requirements

Qualifications and Skills

Experience

·        Minimum of 3-5 years of experience in senior customer support within the telecom or SaaS/CPaaS sectors a MUST

·        Proven experience in a senior customer support team.

Education

·        Bachelor's degree in Business, Information Technology, or a related field.

Skills

·        Strong communication skills to effectively manage customer and team interactions.

·        Excellent problem-solving skills to efficiently resolve customer issues and improve service processes.