Product Support Analyst (Messaging)

Full job description

Who We Are:

Bandwidth (NASDAQ: BAND) is a global communications software company that helps enterprises connect people around the world with cloud-ready voice, messaging and emergency services. Backed by a network reaching 60+ countries covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, RingCentral, Uber and Zoom use Bandwidth's APIs to easily embed communications into software and applications. Bandwidth has more than 20 years in the technology space and was the first Communications Platform-as-a-Service (CPaaS) provider to offer a robust selection of APIs built around our own global network. Our award-winning support teams help businesses around the world solve complex communications challenges every day.

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

What We Are Looking For:

A Product Support Analyst (Messaging) will handle more complex technical issues related to SMPP and MM4 connections, playing a critical role in ensuring the effective deliverability of SMS/MMS messages. Responsibilities include advanced NNID provisioning and contributing to developing technical documentation and process improvements. You will also act as a key collaborator with the development team, using your insights from customer feedback to help drive product enhancements and solutions.

What You'll Do:

• Intermediate/Expertise Technical Support for SMPP/MM4 Connections: Intermediate to advanced troubleshooting and resolving 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 Node (NNIDs) necessary for messaging services.
• Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking 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.
• Mentorship and Coaching: Mentor junior analysts and contribute to their career growth

Shift Schedule: This role is for Monday - Friday, either 11am-8pm or 12-9pm

What You Need:

• Bachelor's degree (or higher), preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
• 4+ years experience in software/telecom support roles
• 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.
• 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.

The Whole Person Promise:

At Bandwidth, we're pretty proud of our corporate culture, which is rooted in our "Whole Person Promise." We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 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.

Are you excited about the position and its responsibilities, but not sure if you're 100% qualified? Do you feel you can work to help us crush the mission? If you answered 'yes' to both of these questions, we encourage you to apply! You won't want to miss the opportunity to be a part of the BAND.

Applicant Privacy Notice

If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.