Product Support Analyst (11am - 8pm EST)

📋 Description

• Act as first contact for customers with SMS/MMS issues, basic troubleshooting.
• Monitor message deliverability and assist NNID provisioning.
• Collaborate with senior team members; escalate complex issues.
• Provide phone and email support and maintain issue logs.
• Contribute to docs and reports; support incident management.
• Learn and participate in training to improve skills.

🎯 Requirements

• Bachelor’s degree (or higher); preferred fields include Telecommunications, Business, IT, or
• 2+ years experience in software/telecom support roles.
• Telecom Operations: SMS/MMS fundamentals; familiarity with issues and best practices.
• Customer Service Skills: effective communication and problem-solving.
• Introductory Technical Skills: basic knowledge of SMPP, API, MM4; follow troubleshooting procedures.
• Analytical thinking, multi-tasking, problem-solving, and strong communication.

🎁 Benefits

• 100% company-paid Medical, Vision, & Dental coverage for you and your family.
• Four weeks PTO; PTO Embargo; additional PTO through volunteering.
• Mahalo moments program; 90-minute workout lunches; nutritionist sessions.