📍 Job Overview

Job Title: Customer Support Technician
Company: Infobip
Location: Asunción, Paraguay
Job Type: Full-Time, Hybrid (3 days per week at the office)
Category: Customer Support
Date Posted: July 25, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site (Hybrid)

🚀 Role Summary

Serve as the first point of contact for customers, providing technical assistance and post-sales support for Infobip's CPaaS portfolio of products.
Troubleshoot technical issues, ensuring high-quality customer satisfaction and service level agreement adherence.
Contribute to internal improvement initiatives by creating and updating support-related technical documentation and sharing knowledge with the team.
Focus on continuous development and learning, gaining knowledge and skills through daily assignments and assisting senior team members.

📝 Enhancement Note: This role is ideal for individuals seeking an entry-level position in customer support with a focus on technical troubleshooting and continuous learning in a dynamic, global company.

💻 Primary Responsibilities

Provide Technical Customer Support
- Act as a technical resource, providing assistance and support to customers primarily around Infobip's CPaaS portfolio.
- Troubleshoot technical problems and resolve issues with desired quality and customer satisfaction standards.
- Respond to customer queries in a timely and accurate manner, adhering to service level agreements.
Ensure High-Level of Customer Satisfaction
- Maintain a customer-centric approach, focusing on resolving issues and meeting customer expectations.
- Collaborate with internal teams (Sales, CSM, or providers/MNOs) to address escalations and ensure customer satisfaction.
Contribute to Internal Improvement Initiatives
- Create and update support-related technical documentation, customer details, and know-how.
- Share knowledge and insights with the team and technical community to improve support processes and quality.
Focus on Continuous Development
- Gain knowledge and develop skills through day-to-day assignments and assisting senior team members.
- Participate in Continuing Education sessions and stay fully versed on Infobip products, platforms, and integrations.

📝 Enhancement Note: This role offers a unique opportunity to grow within a global company, learning from experienced team members and contributing to the improvement of customer support processes.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in a related field.

Experience: Entry-level position with no or up to 2 years of experience in a similar role.

Required Skills:

Advanced level of English (required)
Knowledge in HTTP API (required)
Strong communication and problem-solving skills
Ability to work in a team and collaborate with internal departments
Customer-centric mindset and commitment to customer satisfaction

Preferred Skills:

Portuguese language skills (a plus)
Familiarity with Infobip products and CPaaS portfolio (a plus)

📝 Enhancement Note: Candidates with a strong customer focus, technical aptitude, and willingness to learn will thrive in this role, as it offers ample opportunities for growth and development within the company.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary package based on experience and market standards in Asunción, Paraguay.

Benefits:

Hybrid work model (3 days per week at the office)
Opportunities for career growth and development within a global company
Competitive benefits package (details not specified)

Working Hours: Full-time position with standard working hours, including periodical inclusion in projects outside of the department.

📝 Enhancement Note: While the salary range and specific benefits are not mentioned, candidates can expect a competitive compensation package and opportunities for growth within the company.

🎯 Team & Company Context

Company Culture:

Industry: Technology and telecommunications
Company Size: Medium to large (75+ offices on six continents)
Founded: 2006
Team Structure: Global, diverse teams with a focus on collaboration and continuous learning
Development Methodology: Agile and customer-centric approach to product development and support

Company Website: Infobip

📝 Enhancement Note: Infobip's global presence and customer-centric culture provide an ideal environment for candidates seeking to grow their careers in customer support and technical troubleshooting.

📈 Career & Growth Analysis

Customer Support Technician Career Level: Entry-level position with opportunities for growth and development within the company.

Reporting Structure: Reports directly to the mentor and line manager, with regular collaboration with senior team members and other internal departments.

Technical Impact: Contributes to customer satisfaction and support process improvement, with opportunities to work on more impactful clients under supervision.

Growth Opportunities:

Develop skills and knowledge through day-to-day assignments and collaboration with senior team members.
Participate in Continuing Education sessions and stay updated on Infobip products, platforms, and integrations.
Contribute to internal improvement initiatives and projects outside of the department.

📝 Enhancement Note: This role offers a clear path for growth and development within the company, with opportunities to learn from experienced team members and contribute to the improvement of customer support processes.

🌐 Work Environment

Office Type: Hybrid work model with 3 days per week at the office in Asunción, Paraguay.

Office Location(s): Asunción, Paraguay

Workspace Context:

Collaborative work environment with a focus on teamwork and knowledge sharing.
Opportunities to work with diverse teams and contribute to internal improvement initiatives.
Access to resources and tools necessary for troubleshooting technical issues and providing high-quality customer support.

Work Schedule: Full-time position with standard working hours, including periodical inclusion in projects outside of the department.

📝 Enhancement Note: The hybrid work model offers a balance between on-site collaboration and remote work, allowing for flexibility and a focus on customer support and continuous learning.

📄 Application & Technical Interview Process

Interview Process:

Application Review: Review of the candidate's application, resume, and cover letter.
Phone/Video Screen: A brief phone or video call to discuss the role, expectations, and answer any questions.
Technical Assessment: A technical assessment focused on troubleshooting skills, problem-solving, and customer support scenarios.
Final Interview: A final interview with the hiring manager or team to discuss the candidate's fit for the role and the company.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on HTTP API knowledge and troubleshooting skills.
Familiarize yourself with Infobip products and CPaaS portfolio (if applicable).
Prepare for customer support scenarios and problem-solving exercises.

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process is designed to assess the candidate's technical troubleshooting skills, problem-solving abilities, and customer support mindset, ensuring a good fit for the role and the company.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric mindset and focus on customer satisfaction.
Strong communication and problem-solving skills.
Collaboration and teamwork, with a focus on knowledge sharing and continuous learning.
Commitment to internal improvement initiatives and process enhancement.

Collaboration Style:

Collaborative work environment with a focus on teamwork and knowledge sharing.
Regular collaboration with senior team members and other internal departments.
Opportunities to work on impactful projects and contribute to the improvement of customer support processes.

📝 Enhancement Note: Infobip's customer-centric culture and focus on collaboration provide an ideal environment for candidates seeking to grow their careers in customer support and technical troubleshooting.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting technical issues and resolving customer problems efficiently and effectively.
Meeting service level agreements and maintaining high-quality customer satisfaction.
Contributing to internal improvement initiatives and projects outside of the department.

Learning & Development Opportunities:

Gain knowledge and develop skills through day-to-day assignments and assisting senior team members.
Participate in Continuing Education sessions and stay updated on Infobip products, platforms, and integrations.
Contribute to internal improvement initiatives and projects outside of the department.

📝 Enhancement Note: This role offers numerous opportunities for growth and development, with a focus on continuous learning and contributing to the improvement of customer support processes.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss and demonstrate your troubleshooting skills and problem-solving abilities in customer support scenarios.
HTTP API Knowledge: Brush up on your knowledge of HTTP API and be ready to discuss its application in customer support and troubleshooting.
Customer Support Mindset: Demonstrate your customer-centric mindset and commitment to customer satisfaction.

Company & Culture Questions:

Company Knowledge: Research Infobip's products, services, and customer support processes to demonstrate your understanding of the company and its values.
Teamwork & Collaboration: Discuss your experience working in a team and collaborating with internal departments to provide high-quality customer support.
Continuous Learning: Share examples of your commitment to continuous learning and professional development in customer support and technical troubleshooting.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Prepare for the interview by brushing up on your troubleshooting skills, HTTP API knowledge, and customer support mindset. Research Infobip's products, services, and customer support processes to demonstrate your understanding of the company and its values.

📌 Application Steps

To apply for this Customer Support Technician position:

Submit your application through the provided link.
Tailor your resume and cover letter to highlight your relevant skills and experience in customer support and technical troubleshooting.
Prepare for the interview process by brushing up on your troubleshooting skills, HTTP API knowledge, and customer support mindset.
Research Infobip's products, services, and customer support processes to demonstrate your understanding of the company and its values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Technician