When you're growing a SaaS business there are a lot of moving parts that specifically target problems and challenges that customers have. That's why you have a business in the first place because you've recognised a problem you can solve.

At MessageMedia, we believe that thinking customer is part and parcel of not only providing exceptional service but also providing a vital role in our product development and growth. So, in our role, you'd be not only the local deliverer of warm and fuzzies for our customers but also on the front line of Product research.

In our Technical Support role, we're essentially asking you to build a knowledge base around our products, with a lean towards API's, ensure that every customer interaction is appropriately resolved or escalated and logged so that our product managers can learn more and make our customers feel like they're the most important people out there.

This role provides a resolution within SLA's to internal and external customers with technical requests across the full customer lifecycle.  We'll also be asking you to take responsibility for the inbound customer experience encouraging growth and retention of our customer base

We're MessageMedia and we provide innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise level – better connect with customers. With 90 percent of messages read within 90 seconds, MessageMedia drives business success by creating engaging mobile experiences that customers love. Messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 40,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging global business messaging.

To deliver support wizardry, you'll need:

• To be a customer orientated problem solver, for obvious reasons.

• To have previously worked for a Saas/Technology company.

• A self-starter, team player, someone who is positive and engaged to drive the success of clients and customer experience.

• Have an Intermediate knowledge of Microsoft Excel

• An understanding of what an API is and able to execute basic HTTP requests with programs such as Postman

• An understanding of developing and supporting programming languages such as Java, PHP, SOAP, REST

• Analytical skills including data manipulation, analysis, and reporting

• Strong stakeholder management, project management, and time management skills

• Ability to communicate technical speak in business terms 

• A qualification in Business Information Systems would be highly desirable

So, if you're someone who likes helping people, untangling their problems and making their world a better one for it, then we should be talking. Apply today and let's do just that.