— Fluent in written and spoken English
— Minimum 1 year of experience in customer support
— The proactive approach to resolve a technical incident or problem
— Eager to learn new technologies, procedures or client’s use cases
— Ability to handle the workload and give good performance even in a stressful environment
— Experience in Mobile Services (SMS) or Wholesale Telecom Operations
— Basic understanding of mobile services — technologies, protocols (SMPP, SS7)
— A fast-paced, start-up like environment where every team member makes a direct impact on our collective success
— Resources and leadership to help grow your skills and advance your career
— Collaboration with talented individuals in various locations throughout the world
— Access to cutting-edge technology and its application across global markets with leading brands
— Support both in and out of the office to ensure your health, wellness, and happiness so you can enjoy the full experience of life at Mitto
— Become a member of a small team of specialized individuals that actively provide support for companies and enterprises using the platform, helping them get the best experience from Mitto products
— Receive inquiries from customer support teams (and not end-users), via email. Over 90% of our support inquiries are handled by email, and we’re looking to keep it that way
— Actively communicate with other Mitto tech teams in order to maintain platform stability.
— Provide insight and assistance to business teams regarding client needs, feature requests and general inquiries
— Participate in the creation of the new platform and product features. Our support team is an active stakeholder in new product and feature development, sharing feedback and assistance on a daily basis
— Provide in-depth support to all clients, no matter their size. In an era of chatbots and template answers, we strive to provide direct and honest assistance
As a Technical Customer Support Representative at Mitto, you will support and initiate communication with our customers using the platform, figure out to symptoms, try to reproduce the issue and quickly provide a solution to the problem. You will be the first line of communication with our customers, and you will give us the unique opportunity to interact with our customers directly so that any positive experience they have directly reflects on our business and work as the bridge between different departments to make our customers voices heard.
Our new team member should be a skilled communicator with strong problem-solving skills and creativity in solving customers’ unique concerns.