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Technical Support Engineer

Objective

Our client is growing rapidly and seeking a Technical Support Engineer to join the Customer Interface team, supporting our customers’ use of our Console platform, and helping customers manage their products, services, and accounts. You will function as the voice of our client, to our customers and partners, and operate as a subject matter expert for client’s customer interfaces.

Hard skills
  • 6 months to 1 year of Technical support experience (must)
  • Technical Associate Certification (CCNA, Linux, AWS, Azure, Juniper, etc) (desired)
  • APIs knowledge (desired)
  • Experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
Soft skills
  • A high competency with communicating internally and externally.
  • An excitement for opportunities to problem solve and troubleshoot.
  • Experience utilizing customer feedback to identify and drive improvements in our customer interfaces.
  • Enthusiasm about interacting and collaborating with other departments within Twilio while searching for the solutions our customers need.
Responsibilities
  • Wear the Customer’s Shoes: Using your strong diplomatic skills, address customer issues and provide feedback. Help our customers to use our Console interface and help them with questions related to their account configurations, billing issues, ensuring that they are able to understand and get the most out of their Twilio experience.
  • Ruthlessly Prioritize customer interactions to expedite urgent customer needs using our internal tools and ticketing system.
  • Be Inclusive: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible defects.
  • Don’t Settle: Spend time reviewing internal knowledge bases to stay up on industry shifts and standards.
  • Be An Owner: Work to surface and document customer pain points to assist in process improvement.
Benefits
  • Work at home
  • Wellness program
  • Educational reimbursement
  • Compensation and Benefits

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.