Technical Support Agent, Emea

**Transform the communications world**: We're proud (and excited) to be transforming the global communications landscape through our Omnichannel Platform-as-a-Service (OPaaS). - ** What's my job title?** Customer Support Specialist - **Where in the world? **Remote in EMEA - **Working hours? **You will work during standard EMEA timezones - **What language(s) will I speak? **English Our colleagues in Support have a curious mind and love puzzles; whether that entails answering product related questions, technical troubleshooting, or partnering with MessageBird's amazing Product Managers and Engineers. You are a "Customer Geek", and love the opportunity to work directly with customers, at the same time you understand scale brings success, you take the time to document and train others. You approach situations with one of MessageBird's Guiding Principles: Progress over Perfection mentality. You get excited around the idea of using and supporting cutting-edge technology (that might not be perfect) to help customers and team members from around the world that have countless use-cases that will allow them to improve the customer experience. Customer empathy, problem solving and thinking analytically is part of who you are, you are constantly wanting to learn more and teach others. Blurry lines of responsibility and how to figure out a solution to a problem doesn't make you cringe, you have a customer first attitude followed by a process improvement mindset. You are comfortable stepping outside of your comfort zone to learn something new and have a good dose of initiative and opinion to make your own decisions (and in turn help us make good ones too.). Working closely with and learning from fellow Support Agents, Engineers, Product Managers and most importantly our customers is something that you don't consider "work". Being a part of a global team that shares a customer-first mindset only motivates you more. **What you'll do**: - You will primarily support MessageBird's most innovative SaaS products, such as: Inbox, FlowBuilder, Campaign Builder, along with soon to be released products and features. - You will partner with other technical team members to build out processes that will improve the customer experience. - You will spend approximately 10% of your time working with Product Management & Engineers learning about MessageBird's SaaS products, both old and new. - You will take the most complex and challenging customer tickets that others are not able to solve. If you are not able to resolve, you know who to quickly turn to for help. - You will work with other colleagues to continuously improve the customer experience on our SaaS products through documentation, training, and feedback. - You will partner with Onboarding, Customer Success, Technical Account Managers, and fellow support team members to resolve customer questions and issues. **What you'll bring**: - You have a minimum of 4+ years of technical support experience on SaaS products - You have at least 1 year of experience taking escalations and escalating to Engineers when necessary to resolve customer issues. - You have experience working with industry standard troubleshooting tools - You have amazing communication skills and can relay more complex technical concepts in simple terms, both verbally and written. - Experience supporting SaaS, IaaS, and or CPaaS Business products - Full professional proficiency in English (Speaking another language fluently, in addition, is a big plus) - You are available to work full time, and sometimes after-hours to help support our global customer base. - While not expected frequently, you are available to work at least 1 full weekend day a month to support our customers up to once a month in exchange for another day off. LI-SO1 #LI-Remote **What You'll Gain**: - All Remote environment - Generous stock options for all Birds - Opportunity to work abroad according to our internal policies - Flexible working arrangements - Home office set-up budget - State-of-the-art work gear - Contribution towards your utility costs - The occasional company-wide and team events - Learn from hundreds of the best minds in the business - Collaborate with diverse colleagues Our amazing team works in close to 40 different locations with almost 50+ nationalities across the board **LIFTOFF**: **Life at MessageBird** We call ourselves Birds We work fast, grow fast, build fast and focus on impact. We're go-getters, industry leaders and roll-up-your-sleeves-and-make-it-happen kind of people. We're smart, fast, and hungry. Our potential for growth is limitless. **Ready To Fly?** Our cloud communications solutions make it possible for over 30,000 businesses to instantly connect with billions of devices worldwide, allowing them to speak with their customers in the same ways they talk to their friends. **Wherever and however you do your best work - we've got you covered** We're proud to be an All Remote company nested in flex