Product Support Analyst; Messaging

Product Support Analyst (Messaging) Responsibilities

• Technical Support for SMPP/MM4 Connections:
  Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.
• Message Deliverability Oversight:
  Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.
• Provisioning of NNIDs:
  Manage the provisioning and configuration of Net Number IDs (NNIDs) necessary for messaging services.
• Customer Support:
  Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticketing system.
• Documentation and Reporting:
  Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
• Collaboration with Development Teams:
  Work with software developers to communicate customer feedback and assist in new features or fixes.
• Learning and Development:
  Participate in training sessions to improve technical skills.
• Incident Management:
  Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
• Feedback Collection:
  Gather customer feedback to improve products and services.

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

• 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.