Technical Support Engineer

We connect @CM.com
Imagine a world where every interaction feels effortless. That's what we strive for at CM.com.

We're a global tech company, publicly traded, and growing. You might already know us from those seamless SMS or WhatsApp messages you receive, the tickets you effortlessly grab for that upcoming festival, pay for anything with our payment solutions, or even through chatting with the helpful AI chatbot for support. We're passionate about empowering businesses to deliver incredible experiences to their users, designed to revolutionize how businesses connect with their customers.

Although our work may be highly technical, our people are the spark that ignites innovation. We're a collective of ambitious minds, fueled by a passion for technology and a dedication to making a difference.

Since 1999, our philosophy has remained the same: “Do what you love, do what you’re good at, and contribute”.

To achieve this mission, we are looking for a Technical Support Engineer to help our clients in using our customer contact products the best possible way.

What you will do

As a Technical Support Engineer you will be part of the SaaS (Engage) technical team and will work with other colleagues on technical troubleshooting as the front line of our customer service, playing a key role in resolving technical issues while ensuring that our customers have a smooth and positive experience.

At our Engage team you will face great technical challenges and gain knowledge about Mobile Service Cloud, Conversational AI Cloud, Mobile Marketing cloud and many more to come.

Some of your tasks will include:

• Technical Issue Resolution: Provide prompt and effective technical support to customers, diagnosing and resolving issues related to our software products.
• Customer Interaction: Communicate with customers professionally and empathetically, actively listening to their concerns and offering solutions to meet their needs.
• Knowledge Sharing: Create and maintain documentation, knowledge base articles, and FAQs to help customers find solutions independently.
• Escalation Management: If necessary, escalate complex issues to the appropriate teams and ensure timely follow-up to resolve them.
• Continuous Learning: Stay updated on product features, industry trends, and best practices to better assist customers.
• Customer Feedback: Collect and relay customer feedback to the product development team to contribute to product improvement.

You connect with us, if you have:

• 2+ years of experience with technical support role.
• Strong technical acumen and the ability to diagnose and troubleshoot software issues.
• Excellent English communication skills, both written and verbal.
• An empathetic, patient and customer-focused attitude.
• Affinity and are familiarity with SaaS products and cloud technologies.
• Proficiency in HTML, CSS, JavaScript
• Knowledge of database tables & SQL
• Understanding of API integrations and web technologies.

Benefits of working @CM.com

As a new Club Member at CM.com, you will join a global, inspirational, high-tech, and highly dynamic environment. To help you connect with your new colleagues, we organize a 3-day Global Onboarding program at our headquarters in Breda. This program offers a deep dive into the culture of CM.com and is filled with informative, practical, and fun activities. An exciting program will be waiting for you!

Ready to join the Club? Apply now!
Apply via the company website and the assigned Recruiter will be in touch. See you soon!

We are transparent, humble, and approachable regardless of age, culture, background, gender, or religion e.g. Everyone is allowed backstage and allowed on the VIP deck, together.