Bandwidth - Raleigh, NC
posted 2 months ago
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.