Senior Tech Support - Voice & Verification (2nd Line)

Sinch; Philippines; Remote; PHP 400.000 - 700.000; Vollzeit

Benefits dieser Stelle

Remote work setup

Birthday leave

Additional vacation leave

Health insurance coverage

Home internet allowance

Employee Assistance Program (EAP)

Zusammenfassung

Sinch is seeking a Tech Customer Support Administrator based in the Philippines to act as the technical escalation point for Voice and Verification services. You will own complex incidents, analyze traffic patterns, and collaborate with engineering and operations to optimize routing and service quality.

You will work with APIs and scripts for testing, while maintaining customer focus and delivering data-driven improvements. The role supports a global team, with flexible hours and a remote setup.

Qualifikationen

• 3 years in technical customer support or service delivery (2nd line+).
• Telecommunications background with SIP and voice tech knowledge.
• Experience with APIs for testing/troubleshooting.
• Strong data interpretation to identify trends and issues.
• Excellent written and verbal communication across diverse audiences.
• Willingness to learn new technologies and processes.
• Mandarin proficiency is advantageous.

Aufgaben

• Serve as the primary escalation point for technical support on Sinch's Voice and Verification services.
• Investigate, manage, and resolve complex customer issues with ownership.
• Analyze global traffic, optimize routing configurations, and monitor service quality.
• Develop operational tools, dashboards, alarms, and runbooks; drive automation and efficiency.

Kenntnisse

Technical support

2nd line support

SIP protocol

APIs

Data analysis

Communication skills

Mandarin language

Jobbeschreibung

Sinch is seeking a Tech Customer Support Administrator based in the Philippines to act as the technical escalation point for Voice and Verification services. You will own complex incidents, analyze traffic patterns, and collaborate with engineering and operations to optimize routing and service quality.

You will work with APIs and scripts for testing, while maintaining customer focus and delivering data-driven improvements. The role supports a global team, with flexible hours and a remote setup.