Customer Support Technician is an entry-level position within Infobip Customer Support. Technician works under the supervision of mentor and senior team members to provide customer technical assistance and after-sales support. This role is primarily focused on learning by contributing C and D segment customers, and from time to time working more impactful clients from other segments under supervision. Technician communicates inside the department (peers, mentor, line manager) in order to successfully support the customers, with more often escalations towards other functions (Sales, CSM or providers/MNOs) and through periodical (not often) inclusion into various projects outside of the department. Provide Technical Customer Support Act as a technical resource by providing technical assistance and post-sales support to customers (mainly around CPaaS portoflio of products) Serve on the front lines by troubleshooting technical problems and resolving any kind of technical issues with desired quality and customer satisfaction standard Ensure high-level of customer satisfaction Respond to customer queries in a timely and accurate way in line with service level agreements Contribute to internal improvement initiatives Create and update support related technical documentation, customer details and know-how, and share with all the teams and technical community Focus on Continuous Development Gain knowledge and develop your skills through day-to-day assignments and assisting more senior team member Participate in Continuing Education sessions Be fully versed on Infobip products, platform, and integrations Requirements: You have at least 2 years of experience in a technical customer support role You have a wide range of interests and working experience in these technologies: SQL, programming logic, and computer networks You really care about clients, looking to provide the best possible experience at all time You know that being supportive is a mindset; it's in your true nature to be equally supportive to both your clients and your colleagues You are curious to learn how things work and what you can do to improve them You are not afraid to dig deeper and use your analytic approach to solve technical problems You have ability to operate effectively in a fast-paced environment with competing and shifting priorities Solid organizational skills including attention to detail and patience You communicate effectively to clients, partners, colleagues, and engineering teams alike in English and local language