Technical Support Specialist – Contact Centre Solutions

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Technical Support Specialist – Contact Centre Solutions

Job description

Toku’s mission is to help companies engage with their customers efficiently. We have helped companies move all the voice communications to the cloud and recently embarked on creating products that help companies keep engaging with their customers no matter where their employees are working from.

Toku is currently getting into a scale-up mode. We want to continue creating momentum for our products in the APAC regions and helping customers with their communications needs. We are seeking a highly motivated and technically proficient individual to join our company as a Technical Support Specialist. As a vital member of our team, you will be responsible for promptly addressing customer issues and providing excellent support while also playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.

Want to be part of our journey?

What will you be doing?

  • Provide support for all technical queries from customers related to Toku’s multi-product platform via email and other asynchronous channels.
  • Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback.
  • Own the customer experience and work to exceed their expectations.
  • Identify recurring issues and propose solutions or escalate them to prevent or minimize future occurrences.
  • Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability.
  • Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques.
  • Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience.
  • Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system.
  • Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs.
  • Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members

We’d love to hear from you if you have:

  • The capability to evaluate and focus on in-depth problem analysis of Toku’s products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required
  • Familiarity with basic features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have
  • Working experience with the following: Help Center/knowledge bases, Microsoft Teams is an advantage.
  • At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment.
  • Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner.
  • Empathetic and patient approach when dealing with customers, ensuring a positive and professional customer experience.
  • Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously.
  • Familiarity with CRM software and support ticketing systems; Zendesk is a plus.
  • Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude.
  • Ability to work shifting schedules

What would you get?

  • Flexible working locations
  • Training and Development
  • Discretionary Yearly Bonus & Salary Review
  • Healthcare Coverage based on location
  • 20 days Paid Annual Leave (excluding Bank holidays)

If you would love to experience working in a start-up growing at an accelerated speed, and you think you tick most of the requirements, come join us!