Who we are :
At Mitto, we’re on a mission to deliver reliable, high-quality communications between businesses and their customers, every time.
Our company was founded in 2013 with the specific aim of building a state-of-the-art Application-to-Person (A2P) SMS messaging platform, unrivalled in reliability, that could support the requirements of a new wave of A2P services.
As the demand grew for enablement of omnichannel communications capabilities, we expanded our portfolio beyond SMS to now include voice, chat bots, all major chat apps (WhatsApp, Viber, Facebook Messenger, etc.
Google Business Messaging, RCS, myriad CRM and marketing platform integrations and, most recently, pre-built tools for bulk campaigns and conversational support chats.
Simply put, we make communication happen and you can help.
As a Technical Customer Support Representative at Mitto, you will support and initiate communication with our customers using the platform, figure out to symptoms, try to reproduce the issue and quickly provide a solution to the problem.
You will be the first line of communication with our customers, and you will give us the unique opportunity to interact with our customers directly so that any positive experience they have directly reflects on our business and work as the bridge between different departments to make our customers voices heard.
The ideal candidate is a skilled communicator with strong problem-solving skills and creativity in solving customers’ unique concerns.
What you will do :
Become a member of a small team of specialized individuals that actively provide support for companies and enterprises using the platform, helping them get the best experience from Mitto products
Receive inquiries from customer support teams (and not end users), via email. Over 90% of our support inquiries are handled by email, and we're looking to keep it that way
Actively communicate with other Mitto tech teams in order to maintain platform stability.
Provide insight and assistance to business teams regarding client needs, feature requests and general inquiries
Participate in creation of the new platform and product features. Our support team is an active stakeholder in new product and feature development, sharing feedback and assistance on a daily basis
Provide in-depth support to all clients, no matter their size. In an era of chatbots and template answers, we strive to provide direct and honest assistance
Your skills and qualifications :
Fluent in written and spoken English and Mandarin
Minimum 4 year of experience in customer support
The proactive approach to resolve a technical incident or problem
Eager to learn new technologies, procedures or client's use cases
Able to handle the workload and give good performance even in a stressful environment
Minimum 1 year of experience in Mobile Services (SMS) or Wholesale Telecom Operations
Basic understanding of mobile services - technologies, protocols (SMPP, SS7)
What we offer :
A fast-paced, start-up like environment where every team member makes a direct impact on our collective success
Resources and leadership to help grow your skills and advance your career
Collaboration with talented individuals in various locations throughout the world
Access to cutting-edge technology and its application across global markets with leading brands
Competitive benefits to ensure your health, wellness and happiness so you can enjoy the full experience of life at Mitto.
Freedom to work remotely from anywhere in the APAC or Europe