Description ClickSend is a global communications platform that makes it easy for businesses and developers to send SMS, MMS and rich messaging worldwide — via our intuitive dashboard, much-loved API or hundreds of integrations. SMS is what we're known for. We send billions of messages each year, and we're expanding to a richer product suite — there’s a lot happening, and more to come. Headquartered in Perth, Australia, we’re part of Sinch, one of the largest cloud communications companies on the planet. This gives you the resources and benefits of a big player with the speed and independence of a start-up. We value getting things done and keeping things simple. And we like people who do too. The Technical Support team is a critical component of our commitment to customer success. This role serves as the primary technical interface for both our external and internal customers, ensuring a seamless experience throughout the entire customer lifecycle. By monitoring, investigating, and resolving technical issues, the team provides expert-level support for our complete suite of messaging products. This position is instrumental in driving the continuous improvement of our products, systems, and processes, ultimately enhancing the overall customer experience and solidifying our reputation as a leader in the industry. This role is covering EMEA hours, 12pm – 8.30pm AWST. Key Tasks and Responsibilities Serve as the primary technical point of contact for internal and external customers, managing inquiries via email, phone, and chat. Provide timely and effective resolution of technical issues, from initial investigation through to completion, and escalate to Level 3 support when necessary. Develop and maintain a deep understanding of our internal APIs, their core capabilities, and our full range of products to act as a subject matter expert. Manage and exceed customer expectations during troubleshooting, provisioning, onboarding, and ongoing maintenance activities. Contribute to the development and refinement of technical support policies, procedures, and internal knowledge bases. Create and update customer-facing help guides and documentation to foster self-service and enhance user understanding. Manage customer communications during planned maintenance windows and unplanned service interruptions. Collaborate with internal teams, including Account Managers and Sales Representatives, to ensure consistent and accurate information is delivered to users. Work with external partners to optimize routing and delivery for our services in key markets. Execute the setup and provisioning of services and numbers for new and existing customers. The ideal candidate will have; Proven experience in a customer-facing technical support role within a SaaS or technology-focused company. Demonstrable understanding of APIs and experience with API testing tools such as Postman. Familiarity with common programming and web service technologies, including Java, PHP, SOAP, and REST. Comfortable with SQL. A self-motivated, proactive team player with a strong sense of ownership and a commitment to driving client success. Excellent communication skills with the ability to articulate complex technical concepts to nontechnical stakeholders. Strong organizational, time management, and project management capabilities. Previous experience in SMS/MMS routing, delivery, and troubleshooting will be an advantage We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity. Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results. We value our team by offering; WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy. PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest. TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation. STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health. MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice. TREAT YOURSELF: Access to Reward program that offers a wide range of discounts and deals across retail, entertainment and much more. If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now.
