💡 Technical Support – Dive into tricky API-related issues, troubleshoot campaigns, messages, and integrations like a pro, and save the day through email and Slack
📚 Knowledge Base – Write killer docs that empower users to help themselves (and make your future self’s job easier). You’ll also create internal guides that keep our processes sharp
📝 Process Improvement – Find ways to make support smoother, faster, and smarter using data-driven insights, because efficiency is the name of the game
📢 Voice of the Customer – Team up with Product & Engineering to turn user feedback into real improvements, making our platform even better
Requirements:
Exceptional customer relationship skills and a clear perspective on what constitutes excellent customer service over email and in virtual meetings
Familiarity with carrier operations, message routing, call processing, and network management
At least 2+ years of relevant experience in a customer-facing product support role, with a focus on troubleshooting technical issues
You'll stand out if you have experience in the newest A2P 10DLC requirements
Experience using REST API’s, SQL queries
Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution
Ability to prioritize constantly to manage competing priorities or process risks
