Customer Support Agent

CEQUENS is a global, AI powered customer engagement solutions provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.

Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.

If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team

Role Overview

The Customer Support Agent at CEQUNES will be on site with one of our partners PTCL. The role serves as the frontline technical and customer success resource for PTCL customers using CEQUENS communication solutions. This role combines tier-1 technical support, proactive customer success management, and account operations within a white-label partnership model. The ideal candidate will deliver exceptional customer experiences while maintaining operational excellence across multiple communication channels and platforms.

Key Roles and Responsibilities

Customer Support & Technical Troubleshooting

• Serves as the primary point of contact for PTCL customers across multiple channels (phone, email, live chat, and ticketing system)
• Provides tier-1 support by addressing service inquiries, troubleshooting technical issues, and guiding customers on product usage (SMS, Conversation, OCC, BOT)
• Ensures accurate logging, classification, and prioritization of tickets in Freshdesk, adhering to PTCL-specific SLAs and escalation matrix
• Collaborates with internal CEQUENS teams (L2/L3 Technical Support, Product, Billing, and Operations) to resolve complex cases while maintaining ownership and accountability throughout the resolution process
• Maintains customer satisfaction scores above defined targets and achieves first response time within SLA commitments
• Proactively follows up on open cases, provides status updates, and ensures timely resolutions that drive customer satisfaction
• Provides coverage during standard business hours with rotational on-call support as needed for critical escalations
• Contributes to the knowledge base by documenting recurring issues, FAQs, troubleshooting guides, and resolutions to support self-service and improve team efficiency
• Maintains awareness of the white-label partnership model, representing CEQUENS through PTCL branding in all customer interactions

Customer Success & Relationship Management

• Serves as dedicated point of contact for assigned PTCL customer accounts, ensuring product adoption, satisfaction, and retention
• Conducts regular check-ins with customers to understand business objectives, usage patterns, and communication needs
• Provides proactive guidance on product features, integration best practices, and use case recommendations to maximize value realization
• Monitors customer health metrics including usage trends, support ticket volume, engagement levels, and escalation patterns
• Intervenes proactively when declining usage or increased support requests indicate potential customer dissatisfaction
• Facilitates onboarding sessions for new customers and training on product updates or new features
• Gathers customer feedback on product performance, feature requests, and pain points; communicates insights to Product and Operations teams
• Identifies growth opportunities and communicates potential upsell/cross-sell scenarios to account management
• Acts as customer advocate internally, ensuring customer needs are understood and addressed across CEQUENS teams

Account Operations & Administration

• Provisions new customer accounts according to approved trial and production workflows, ensuring accurate data handling and system integration
• Manages user access by creating system users, assigning appropriate roles, and ensuring personnel have proper permissions aligned with job functions
• Monitors client account balances, processes credit adjustments within authorized limits, and escalates larger financial transactions to appropriate approvers
• Manages credit limit configurations and processes credit/debit notes, ensuring financial accuracy and compliance with PTCL policies
• Maintains and distributes price change notifications to customers, ensuring timely and accurate communication of billing updates
• Responds to customer inquiries related to throughput limits, concurrent sessions, routing priorities, and technical configurations
• Generates and distributes operational and usage reports based on customer requests, ensuring data accuracy and actionable insights
• Supports account managers with specific customer requests, improving response times and resolution rates
• Addresses operational issues affecting service delivery, employing analytical thinking and systematic problem-solving approaches

Requirements

Technical & Industry Knowledge

• Working knowledge of messaging technologies including SMS, A2P messaging, APIs, CPaaS platforms, and communication technologies
• Understanding of telecommunications industry, particularly messaging services and enterprise communication solutions
• Technical proficiency in Excel (pivot tables, VLOOKUP, data analysis, reporting) and ability to quickly learn internal tools (Freshdesk, OCC, customer portals, CRM systems)
• Ability to understand and explain technical concepts to non-technical audience

Professional Competencies

• Communication Skills: Excellent written and verbal communication in English and Urdu (both mandatory); ability to simplify complex technical information for diverse audiences
• Relationship Management: Ability to establish and maintain positive, trust-based relationships with customers and internal stakeholders
• Team Collaboration: Effective team player who fosters collaboration, knowledge sharing, and mutual support across departments
• Organizational Skills: Exceptional multitasking and time management abilities to handle multiple customer cases, priorities, and deadlines simultaneously
• Analytical Thinking: Strong analytical and problem-solving skills for troubleshooting technical issues and identifying process improvements
• Attention to Detail: Meticulous accuracy in documentation, data entry, account configurations, and financial transactions
• Customer-Centric Mindset: Genuine commitment to customer success, satisfaction, and delivering exceptional service experiences
• Adaptability: Comfortable working in a fast-paced environment with changing priorities and ability to handle ambiguity

Experience & Education

• Bachelor's degree in Business, Information Technology, Telecommunications, or related field
• 2+ years of experience in customer support, technical support, or customer success roles
• Experience with ticketing systems (Freshdesk preferred) and CRM platforms
• Experience in telecommunications, messaging, or SaaS industries strongly preferred
• Previous exposure to white-label or partner channel models is a plus