Product Support Analyst (Messaging)

<p><strong>Who We Are:</strong></p> <div> <p>At <strong>Bandwidth</strong>, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach.&nbsp; The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.</p> <p>Because we own the network we build on,<em> the problems you'll solve here are bigger, more complex, and more impactful. </em>And as communications shifts to AI, we're the infrastructure layer making it possible.</p> <p>We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.</p> <p>We're experts who speak like humans. Ready to build what's next? <strong>#JoinTheBand</strong></p> </div> <p><strong>What We Are Looking For:</strong></p> <p>A <strong>Product Support Analyst (Messaging) </strong>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.</p> <p><strong>What You'll Do:</strong></p> <ul> <li>Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.</li> <li>Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.</li> <li>Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services.</li> <li>Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system.</li> <li>Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.</li> <li>Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.</li> <li>Learning and Development: Participate in training sessions to improve technical skills.</li> <li>Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.</li> <li>Feedback Collection: Gather customer feedback to improve products and services.</li> </ul> &