Product Support Analyst (Messaging)

Bandwidth; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

100% company-paid Medical, Vision, & Dental coverage

Four weeks of PTO

90-Minute Workout Lunches

Job summary

Bandwidth in Raleigh, NC is looking for a Product Support Analyst to provide technical support, troubleshoot messaging issues, and enhance customer satisfaction.

The ideal candidate will have a Bachelor's degree, 2 years in telecom support, and strong analytical and communication skills. The role offers great benefits including full medical coverage and generous PTO policies.

Qualifications

• 2+ years experience in software/telecom support roles.
• Basic understanding of SMS/MMS technologies and protocols.
• Knowledge of customer support principles and effective communication.

Responsibilities

• Troubleshoot and resolve SMPP/MM4 connection issues.
• Monitor and optimize SMS/MMS message deliverability.
• Provide direct support to customers and document issues.
• Collaborate with development teams to communicate feedback.

Skills

Analytical Thinking

Multi-Tasking

Problem-solving

Communication and Relationship Building

Education

Bachelor’s degree (or higher)

Tools

SMPP

API

MM4

Job description

Product Support Analyst (Messaging)

Responsibilities

• Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.
• Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.
• Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services.
• Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticketing system.
• Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
• Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.
• Learning and Development: Participate in training sessions to improve technical skills.
• Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
• Feedback Collection: Gather customer feedback to improve products and services.

Qualifications

• Education:
  • Bachelor’s degree (or higher)
  • Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
• Experience:
  • 2+ years experience in software/telecom support roles
• Knowledge:
  • Telecom Operations: Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices.
  • Customer Service Skills: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving.
  • Introductory Technical Skills: Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support.
• Skills:
  • Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions.
  • Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment.
  • Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution.
  • Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders.

Benefits

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo: When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.