Product Support Analyst (11am - 8pm EST)

Bandwidth • Raleigh, NC

8d

About The Position

Bandwidth is seeking a Product Support Analyst to be the first point of contact for customers experiencing technical issues with SMS/MMS services. This role focuses on basic troubleshooting and query resolution, including 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 efficiency of technical support services. This is a second shift position, working from 11am to 8pm 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, 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 analytical thinking 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.
• Four weeks of PTO for all new hires.
• PTO Embargo: When you take time off, you’re embargoed from working.
• 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
• Unlimited meetings with our very own nutritionist.

What This Job Offers

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