Messaging Product Support Analyst; 1st Shift Raleigh, NC

Messaging Product Support Analyst (1st Shift)

Who We Are:

Bandwidth
, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we’re the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support.

Bandwidth is trusted for mission‑critical communications the Global 2000, hyperscalers, and SaaS builders!

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

Messaging Product Support Analyst (2nd Shift) 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.

This role will work 9am - 6pm Monday-Friday.

• Technical Support for SMPP/MM4 Connections:
  Troubleshoot and resolve 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 Net Number IDs (NNIDs) necessary for messaging services.
• Customer Support:
  Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticketing 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.

• 2+ 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.

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…

• 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 (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additi…