Technical Support Analyst

Bandwidth•Raleigh, NC

About The Position

Bandwidth is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services, reaching 65+ countries and over 90 percent of the global economy. They are the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support, trusted by the Global 2000, hyperscalers, and SaaS builders. At Bandwidth, differences are celebrated, and employees are encouraged to be their authentic selves. The Technical Support Analyst will provide technical support to customers experiencing software, hardware, or networking issues. The main goal is to ensure customer satisfaction by resolving technical issues or escalating them to appropriate teams when needed. This position requires technical expertise in Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS Messaging.

Requirements

Bachelor's degree in Computer Science, Information Technology, or related technical field
1-2 years of experience in technical support or related field
Basic proficient in Networking, VoIP/SIP, and SMS/MMS applications.
Excellent communication and interpersonal skills.
Capable of multitasking in a fast-paced environment.
Strong problem-solving skills.
Able to work individually and in teams with a focus on detail.

Nice To Haves

Certifications - Network+, CCNA or similar
PSTN, PBX, HTTP Messaging, or Enterprise Telephony experience.

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.

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.

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