Technical Support Analyst: Networking & VoIP Specialist

Bandwidth Recruitment; Raleigh (NC); On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

100% company-paid Medical, Vision, & D

Dental coverage

4 weeks PTO

PTO Embargo

Volunteer time/Bandwidth challenges

Mahalo moments time off

Wellness program – nutritionist

Job summary

Bandwidth, a global communications software company and Tier 1 network operator, seeks a Technical Support Analyst to help customers with software, hardware, or networking issues. You will resolve technical problems related to Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS Messaging.

Join BANDmates as part of a collaborative team focused on delivering high customer satisfaction and leveraging data analytics to understand traffic patterns.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical field.
• 1–2 years of experience in technical support or related field.
• Basic proficiency in Networking, VoIP/SIP, and SMS/MMS applications.

Responsibilities

• Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911 or Toll-Free.
• Address customer inquiries through our ticketing system, phone, or email in a timely and professional manner.
• Analyze call flows, packet captures, and system logs for faults.
• Collaborate with customers, vendors, carriers, or internal teams to obtain information and resolve issues.
• Test and duplicate customer issues to validate the issue and resolution.
• Escalate issues to the relevant teams when required.
• Satisfy or exceed all Service Level Agreements, Customer Satisfaction, and related business metrics.
• Interact with various teams to provide feedback and recommend improvements to current products or procedures.
• Keep up-to-date with technical knowledge and learn new technologies and products.
• Provide guidance, technical knowledge, and best practices to customers.
• Use data analytics techniques and methods to gain accurate and actionable insights into customer traffic patterns.

Skills

Networking

VoIP/SIP

SMS/MMS

Communication

Multitasking

Problem-solving

Teamwork

Education

Bachelor's degree in Computer Science or Information Technology

Job description

Bandwidth, a global communications software company and Tier 1 network operator, seeks a Technical Support Analyst to help customers with software, hardware, or networking issues. You will resolve technical problems related to Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS Messaging.

Join BANDmates as part of a collaborative team focused on delivering high customer satisfaction and leveraging data analytics to understand traffic patterns.