Product Support Analyst (2nd Shift, 11am - 8pm)

Bandwidth • Raleigh, NC

9d • Onsite

About The Position

Bandwidth is seeking a Product Support Analyst to serve as the primary contact for customers facing technical challenges with SMS/MMS services. This role involves basic troubleshooting, query resolution, monitoring message deliverability, and managing the initial stages of NNID provisioning. The Product Support Analyst will collaborate with senior team members, escalate complex issues, and contribute to the overall effectiveness of technical support services. This is a 2nd shift position, operating from 11 am to 8 pm EST.

Requirements

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

Responsibilities

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level