Customer Support Engineer

Pune, Maharashtra, India
Full Time
Job Title: Customer Support Engineer

As a Customer Support Engineer, you will play a crucial role in ensuring you will be the customer champion and continually improve the experience for SMS-Magic customers. Customer Success team in SMS Magic is responsible for managing customer happiness ensuring SLA’s are adhered to on a day-to-day basis with a high level of customer focus and drive various customer experience initiatives across the organisation

To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.

Technical Skills:-
Minimum 2+ years hands-on prior work experience with SaaS sales, Salesforce or other CRM experience preferred with successfully delivering results in a fast-paced and dynamic business environment. 

We look for excellent communication skills, ability to bring clarity to complex customer problems. 
Customer Focused - Should be extremely customer centric. 
Analytical approach to problem solving and a track record of driving results through continuous improvement.


  • Effective communication and interpersonal skills.
  • English language proficiency required.
  • Strong solution focus and problem-solving abilities.
  • Hands-on approach and ability to monitor customer "pulse" for success.
  • Proven experience in account management and revenue growth.
  • Strong analytical, strategic thinking, and communication skills.
  • Ability to manage multiple tasks effectively.
  • Customer-centric mindset and proactive problem-solving skills.
  • Experience with CRM software is a plus.

Key Responsibilities:

  1. Client Relationship Management:

    • Maintain and enhance client relationships through regular interactions.
    • Serve as the primary contact for assigned clients.
  2. Account and Revenue Management:

    • Own account management and revenue growth.
    • Develop strategies for account growth, including cross-selling and up-selling.
  3. Customer Experience Improvement:

    • Identify opportunities to enhance the customer experience.
    • Strategize to retain clients and grow revenue.
  4. Issue Resolution and Expectation Management:

    • Track and resolve client issues proactively.
    • Manage client expectations internally and externally.
  5. Collaboration and Teamwork:

    • Work with cross-functional teams for exceptional customer experience.
    • Collaborate with operations, finance, product, and marketing teams.
  6. Innovation and Feedback:

    • Provide product and marketing teams with innovative ideas.
    • Capture customer feedback and report to Product Management and Engineering.
  7. Training and Knowledge Management:

    • Organize training and onboarding sessions for clients.
  8. Time Management and Efficiency:

    • Focus on activities ensuring customer satisfaction, account renewal, and growth.
    • Aim to reduce churn.
  9. Documentation and Reporting:

    • Prepare documents on best practices and build case studies.
    • Communicate campaign progress through regular reports.
  10. Partner Collaboration:

    • Work with partners to build pipelines and close deals.

What working at SMS Magic Offers?

At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company.  Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients.

We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual. 
Plus, we offer

  • The freedom and flexibility to handle your role in a way that’s right for you
  • Gain exposure to a dynamic and growing global business environment
  • Exposure to innovative and cutting-edge technology and tools
  • Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams

  • Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.

    About SMS Magic: 

Founded over 15 years, we’ve become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our customers range from small and mid-size businesses to large global enterprises.
    Our commitment to every customer is, “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition”.
    If you can confidently demonstrate that you meet the criteria mentioned above, please contact us as soon as possible.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.

    Read mode about us at:

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