Who We Are:
Bandwidth delivers world-class messaging, voice, and emergency service connectivity for the world’s biggest brands. We are the APIs and global network behind the platforms that the Global 2000’s use to power their internal communications, contact center platforms, apps, and software. We transform interactions for top-tier orgs—and we do it on a global scale. We’re the only ones who marry the power of our global network with the control and agility offered by our enterprise-grade APIs. Unmatched reliability meets unparalleled control. That’s the Bandwidth way.
At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband
What We Are Looking For:
A Product Support Analyst II will handle more complex technical issues related to SMPP and MM4 connections, playing a critical role in ensuring the effective deliverability of SMS/MMS messages. Responsibilities include advanced NNID provisioning and contributing to developing technical documentation and process improvements. You will also act as a key collaborator with the development team, using your insights from customer feedback to help drive product enhancements and solutions.
What You'll Do:
- Intermediate/Expertise Technical Support for SMPP/MM4 Connections: Intermediate to advanced troubleshooting and resolving issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.
- Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.
- Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services.
- Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system.
- Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
- Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.
- Learning and Development: Participate in training sessions to improve technical skills.
- Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
- Feedback Collection: Gather customer feedback to improve products and services.
- Mentorship and Coaching: Mentor junior analysts and contribute to their career growth
What You Need:
- Bachelor’s degree (or higher) Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
- 4+ years experience in software/telecom support roles
Knowledge:
- Telecom Operations: 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.
The Whole Person Promise:
At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…
- Work laptop, mobile allowance and internet allowance to support the costs of the Internet at home.
- We contribute 150 RON monthly into your private pension
- Income protection plan to ensure you’ll receive a regular income if you are unable to work due to illness or injury.
- Life insurance providing financial support to your loved ones in the event of your unexpected passing.
- Health insurance, with extensive coverage, a simple claim process and the possibility to cover your life partner and children.
- Extensive Employee Assistance Programme, offering 24/7 counseling and support on all areas of life (personal and professional).
- Unlimited, free and anonymous consultations with our dedicated therapist.
- Childcare support
- Meal vouchers and gift vouchers
- 24 days annual leave per year and 1 additional day every 3 years
- Bandwidth applies the salary tax exemption to our software programmers
- Time-Off Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your time-off - not even with email
- Additional time-off can be earned throughout the year through volunteer hours and Bandwidth challenges
- “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild
- 90-Minute Workout Lunches, contribution to your monthly fitness subscription and unlimited virtual meetings with our very own nutritionist.
Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.
