Technical Support Specialist

Kudosity is seeking a motivated Technical Support Specialist to assist our global customers with technical issues or questions relating to the integration and onboarding of their SMS campaigns.

This requirements of this position are to cover an overnight period.

How you’ll make an impact

Our Technical Support Specialist will become a key stakeholder in our customer lifecycle, providing feedback and influence to the broader business. This includes working across a 24/7 rostered schedule to be available to our growing customer base across the world.

You have a desire and want to fix things, and enjoy speaking to people on the front line. You will work with the team as a whole with any platform outages, and/or up and down stream partner’s outages, to provide clear communication and resolution to the business and customers.

What you’ll do

Technical Support

• Being a trusted adviser and providing support to customers, sales agents and the wider team
• Sales support can be delivered to a range of areas — such as but not limited to — Internal sales teams, reseller/distributor staff and existing or prospective customers
• Provision of technical advice and assistance either in support of customer development or sales activity or in fulfilment of sales obligations
  
  
  

Systems

• Understanding our products and how customers can maximise their return on investment, how APIs function
• Engaging as a consultant for our customers and providing insights and recommendations to the business on our tech stack
• Onboarding new clients to Burst SMS and our other products
  
  
  

Internal Resource Subject Matter Expert

• Become a go to for product knowledge; learning the current Burst SMS Platform, Tech Stack & Connectivity
• Pricing & Processes inside and out
  
  
  

Quality

• Responding to customer requests in a timely and professional manner
• Escalating incidents and triaging requests to the relevant departments, funnelling information back to the customer while exceeding their expectation
  
  
  

What you’ll bring

• Experience with account management and technical support of web, IT, telco, or SaaS related products/services
• Diagnostic and informed technical troubleshooting skills
• Outstanding written and verbal communication skills
• Knowledge of XML, JSON, SMPP, REST APIs & scripting would provide an advantage
  
  
  

About Us

Mission: Our mission is to make business more “human"by empowering businesses to build authentic relationships.

Purpose: We exist to help businesses to build authentic relationships with their customers through simplified messaging experiences.

Vision: We envision a world in which businesses build lasting relationships with people through the power of conversation.

Our values

Our people are directly guided by 5 key values, underpinned by our guiding principles. They are in our DNA.

• Act as One
• Lead the Change
• Empower the Customer
• Open by Design
• Mission Possible
  
  
  

Our culture

Our incredible employees are at the heart of all our achievements. Innovation and progress are created from the diverse voices, ideas, and talents that make up our remarkable team. We are proud to be an equal opportunity employer and are committed to cultivating diversity within Kudosity.

Together, we’re shaping the future of customer communication, one meaningful connection at a time.

If there are any accessibility adjustments you need to help you be able to apply for this role, please let us know in the application form.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.