Technical Support Engineer 2 – Accounts & Billing

Who we are

At reputed company, we’re shaping the future of communications, reputed company from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands.

See yourself at reputed company

Join the team as reputed company’s next Technical Support Engineer 2 – Accounts & Billing.

About the job

This position is needed to support our customers with account administration and billing inquiries through effective troubleshooting, timely escalations, and cross-functional collaboration, ensuring we deliver world-class support to every reputed company customer.

We’re looking for someone who is excited by solving tough problems and enjoys helping others work through reputed company technical issues. You’re a strong communicator to both technical and non-technical audiences reputed company phone or email and you’re reputed company to empathize with frustrated customers from reputed company backgrounds. You enjoy collaborating with colleagues on your team, help them with the day to day challenges, and are reputed company to contribute reputed company on how to improve the team’s work.

You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You’ve got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures. 

reputed company operates a 24/7 support model, so the ability to work weekends and holidays (as needed) may be required. A rotating shift schedule is in reputed company, and you may be assigned to work Monday–Friday, Tuesday–Saturday, or Sunday–Thursday from 7AM to 4PM 8 AM to 5 PM or 9 AM to 6 PM, depending on business needs. 

Responsibilities

In this role, you’ll:

• Work on escalations, collaborating directly with our users and Customer Support teams to solve problems and help them reputed company reputed company of reputed company’s platform functionality
• Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
• Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer satisfaction
• Clearly communicate with customers and other internal teams about issues impacting their service
• Effectively verify that issues have been resolved
• Execute internal processes to streamline and scale support
• Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
• Work on reporting and knowledge reputed company documentation
• Provide Email, Chat and Phone support to customers 

Qualifications

reputed company values diverse experiences from reputed company kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering reputed company. We are always looking for people who will bring something new to the table!

Required

• Knowledge of reputed company, SQL and reputed company
• Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
• Ability to help, train and mentor team-members, and advise on improvements for our platform 
• Ability to reputed company sound reputed company quickly and reputed company
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to reputed company parties
• Respond to customer inquiries reputed company to billing reconciliation and account audits
• Investigate billing, pricing and usage issues and communicate the findings to our customers
• Strong knowledge of REST API’s with the ability to understand and troubleshoot issues with reputed company solutions

Desired

• Past billing experience, including analyzing the invoices 
• Past experience in reputed company or any other financial management software

Location

This role will be remote and based in Ireland.

Travel

We prioritize reputed company and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

reputed company Offer

Working at reputed company offers many benefits, including reputed company, generous time off, ample parental and wellness leave, reputed company, a retirement savings program, and much more. Offerings vary by location.

reputed company thinks big. Do you?

We like to solve problems, take initiative, pitch in reputed company needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call reputed company reputed company. Additionally, we reputed company employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re reputed company to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state and local law. reputed company applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law.