SMS/MMS Product Support Analyst

Triwill Group

Raleigh (NC)

On-site

USD 60,000 - 85,000

Full time

9 days ago

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Benefits offered by this job

Company-paid Medical, Vision & Dental

4 weeks PTO

PTO Embargo policy

Volunteer time off

Wellness programs

Job summary

Bandwidth is seeking a Product Support Analyst to be the first line of contact for customers facing SMS/MMS issues, focusing on basic troubleshooting and query resolution.

You will monitor message deliverability, assist NNID provisioning, and work with senior engineers to resolve complex issues, all during the 11am–8pm EST shift. Bachelor's degree and 2+ years in software/telecom support required.

Qualifications

Bachelor’s degree or higher in a related field (Telecom, IT, CS) or equivalent experience.
2+ years in software/telecom support roles.
Introductory knowledge of SMPP, API, MM4 protocols and basic troubleshooting.

Responsibilities

Provide technical support for SMPP/MM4 connections and related issues.
Monitor and improve SMS/MMS message deliverability.
Provision NNIDs and configure messaging services.
Assist customers via phone, email, or ticketing system.
Document issues and resolutions; generate reports on service performance.
Collaborate with development teams to relay customer feedback and assist in fixes.
Participate in training to improve technical skills.
Handle incident detection and resolution coordination.
Gather customer feedback to improve products and services.

Skills

Analytical Thinking

Multi-Tasking

Problem-solving

Communication & Relationships

Education

Bachelor’s degree or higher (Telecom/IT/CS)

Tools

SMPP

MM4

API

Job description

Bandwidth is seeking a Product Support Analyst to be the first line of contact for customers facing SMS/MMS issues, focusing on basic troubleshooting and query resolution.

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