About the company
Bandwidth is a global communications software company and Tier 1 network operator. The voice, messaging, and emergency services infrastructure behind the brands and apps used every day.
Responsibilities
- Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911 or Toll-Free
- Address customer inquiries through ticketing system, phone, or email
- Analyze call flows, packet captures, and system logs for faults
- Collaborate with customers, vendors, carriers, or internal teams to 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
- 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 to gain actionable insights into customer traffic patterns
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related technical field
- 1-2 years of experience in technical support or related field
- 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
- Certifications: Network+, CCNA or similar — bonus
- PSTN, PBX, HTTP Messaging, or Enterprise Telephony experience — bonus
Conditions
- Work Laptop and Internet allowance
- Health & Travel insurance
- 300 RON pension contribution
- Employee assistance resources
- Meal vouchers and gift vouchers
- 24 days annual leave per year + 1 additional day every 3 years + Deferred bank holidays
- Hacker Hours program
- Free access to a learning platform
- Time-Off Embargo
- Additional time off through volunteer hours and Bandwidth challenges
- "Mahalo moments" program
- 90-Minute Workout Lunches, fitness subscription contribution, nutritionist access
- First shift 7am to 4pm local time
- Location: Romania - Iași, Iași