Product Support Analyst

Bandwidth - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

Telecommunications

About the position

As a Product Support Analyst at Bandwidth, you will serve as the first point of contact for customers experiencing technical issues with SMS and MMS services. Your primary focus will be on basic troubleshooting and query resolution, ensuring that customers receive timely and effective support. This role is crucial in maintaining the high standards of service that Bandwidth is known for, as you will assist in monitoring message deliverability and managing the initial stages of Network Node ID (NNID) provisioning. You will work closely with senior team members, escalating complex issues as necessary and contributing to the overall efficiency of our technical support services. In this position, you will be responsible for providing technical support for SMPP and MM4 connections, troubleshooting and resolving issues related to connectivity and protocol. You will also monitor and optimize the deliverability of SMS and MMS messages, addressing any delays or failures in message transmission. Additionally, you will manage the provisioning and configuration of NNIDs, ensuring that all necessary components are in place for effective messaging services. Your role will involve direct customer support, where you will offer solutions via phone, email, or a ticketing system. You will maintain records of technical issues and resolutions, preparing reports on service performance and issues to help improve our processes. Collaboration with development teams will be essential, as you will communicate customer feedback and assist in the development of new features or fixes. Continuous learning and development will be encouraged, with opportunities to participate in training sessions to enhance your technical skills. You will also handle incident management, coordinating with various teams to ensure comprehensive solutions are provided, and gather customer feedback to drive improvements in our products and services.

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 Network Node IDs (NNIDs) necessary for messaging services.
• Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticketing 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)
• 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.

Nice-to-haves

• Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.

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, you're embargoed from working, and managers cannot interrupt your PTO.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for significant life events such as 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 a nutritionist.