Tech Customer Support Administrator II

Technical Support Administrator L1 Why do we have this role? The Level 1 Technical Support team delivers first-line support for Sinch Engage messaging products to both external and internal customers. They are responsible for monitoring, investigating, and resolving technical issues and incidents, while supporting customers across the full lifecycle from provisioning and account setup through to onboarding and ongoing care. As subject matter experts across our messaging products, the L1 team delivers support via email, phone, and chat, all managed through Zendesk. They also contribute to continuous improvements in product systems and processes to enhance the overall customer experience. The available position operates within the European timezone as part of our 24/7 support function. The Level 1 team is responsible for handling initial customer enquiries and resolving issues where possible. More complex or technical cases are escalated to the Level 2 Technical Support team for further investigation and resolution. What do you do in the role? Act as the first point of contact for internal and external customers, delivering technical support across email, phone, and chat via Zendesk…