About the company
Bandwidth is a global communications software company and Tier 1 network operator. We shape how the world connects, providing voice, messaging, and emergency services infrastructure.
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.
Requirements
- Bachelor’s degree (or higher) in Telecommunications, Business, Information Technology, Computer Science, or 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 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.
Conditions
- 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, 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.
- 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.