Customer Support Technician

Job description

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration. We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach. If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let’s build what’s next, together. As a Customer Support Technician at Infobip Brazil, you will be the first point of contact for our customers, providing technical assistance and ensuring their success with our products and services. You will play a vital role in maintaining high customer satisfaction through effective problem-solving and clear communication. Job Responsibilities: * Actively listen to customer inquiries and concerns to understand their needs thoroughly. * Provide timely and accurate technical support for Infobip products and services via various channels (e.g., phone, email, chat). * Utilize critical thinking and a curious mindset to diagnose and resolve complex technical issues. * Adapt quickly to new product features, system updates, and evolving customer needs. * Demonstrate strong customer centricity by consistently striving to exceed customer expectations. * Maintain a detail-oriented approach in documenting customer interactions, troubleshooting steps, and resolutions. * Employ probing questions to gather comprehensive information and pinpoint the root cause of problems. * Develop and maintain in-depth product knowledge across the Infobip portfolio. * Become proficient in using internal tools and systems necessary for effective customer support. * Troubleshoot technical problems, escalating more complex issues to senior support or engineering teams when necessary. * Collaborate with other departments to ensure a seamless customer experience. * Contribute to the creation and maintenance of support documentation and knowledge base articles. Job Qualifications: * Proven experience in a customer support or technical support role, preferably in a B2B or SaaS environment. * Excellent active listening and communication skills, both written and verbal. * Demonstrated ability to adapt to new technologies and learn quickly. * Strong critical thinking and problem-solving abilities. * A naturally curious mindset with a desire to understand the "why" behind issues. * A genuine customer-centric approach with a passion for helping others. * Exceptional attention to detail in all tasks. * Ability to maintain composure and resilience in demanding situations. * Proficiency in asking effective probing questions to gather information. * Ability to quickly acquire and apply product knowledge. * Familiarity with customer support tools and ticketing systems. * Strong troubleshooting skills and a methodical approach to issue resolution. * Fluency in Portuguese and English (written and spoken). Why you'll love it here • Financial rewards & recognition - A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact. • Flexible work arrangements - We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere - and not always between 9 and 5. • ESOP (Employee Stock Ownership Plan) - As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options. • Work-life balance and Well-being - We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations. • Career mobility - Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path. • Professional development - Learning never stops. Onboarding, mentorship, and training programs help you grow - no matter where you start. • International mobility - Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide. While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. Diversity drives connection Infobip is built on diverse backgrounds, perspectives, and talents. We’re proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace. No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s a place for you here. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity. Read more about our hiring process .