Product Support Analyst (Messaging)

About the role

A Product Support Analyst (Messaging) will be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on basic troubleshooting and query resolution. The role includes assisting in monitoring message deliverability and managing the initial stages of NNID provisioning. You will collaborate closely with senior team members, escalating complex issues and contributing to the overall efficiency of our technical support 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 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.
• Collaborate with development teams 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

• Education: Bachelor’s degree (or higher) in Telecommunications, Business, Information Technology, Computer Science, or a related field.
• Experience: 2+ years experience in software/telecom support roles.
• Knowledge: 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.

Skills

• 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.