Technical Support Specialist SMS
Join us in creating the most personalized cloud communications solutions worldwide together!
Why Dexatel: Founded in 2015, Dexatel is committed to providing businesses with the tools they need to connect with their customers. As a leader in CPaaS, we provide omnichannel communications solutions to clients like TikTok, Alibaba, InDrive, and many other industry giants. We empower businesses to build and deploy scalable communication solutions tailored to their specific needs, ensuring enhanced customer satisfaction and increased operational efficiency. Our culture is based on caring for our clients and prioritizing their business outcomes.
Our mission is to provide a personalized and individual experience to every customer.
Why this role matters: We are looking for a Technical Support Specialist to provide the highest level of technical support while using our products and services. The Technical Support Specialist will be responsible for providing technical support, advising, and assisting customers with technical solutions by identifying and solving customer queries.
What you will do:
- Monitor daily traffic and identify problems;
- Provide expert technical support to customers by responding to customer queries in a timely and accurate way;
- Resolve tickets in accordance with technical requests in a timely and accurate way;
- Identify customer needs and help customers use specific features;
- Act as the primary contact point of the Network Operation Center team and clients to improve understanding and enhance communication;
- Monitor customer complaints and follow up with them to ensure their technical issues are resolved;
- Assist with departmental process improvements and advise on areas that do not meet customer expectations;
- Perform other position-related duties as specified by management.
What you will bring:
- 1+ years of relevant experience in telecommunication (SMS) technical support or other relevant role;
- A bachelor's degree in computer science or related technology field;
- Passion for providing an exceptional customer experience in terms of technical support;
- Excellent problem-solving, troubleshooting, and communication skills;
- Fluent written and verbal communication skills in the English language;
- Multi-tasking abilities;
- Patience when handling tough cases.
Technical:
- Understanding of network protocols SMPP, HTTP, and how SMS is delivered over networks using them;
- Ability to interpret and troubleshoot SMPP error codes;
- Understanding of traffic, messaging type, and message encoding (e.g., GSM 7-bit, UCS2);
- Understanding of networking principles like IP addressing, ports, TCP/UDP protocols, and DNS resolution;
- Experience with SMS APIs and SMS gateways, along with knowledge of HTTP response codes, POST/GET methods, and basic API integration;
- Ability to diagnose connectivity issues using network diagnostic tools to check latency, packet loss, and routing paths(Ping, Traceroute, and MTR);
- Ability to capture and analyze network traffic using tools like Wireshark to troubleshoot SMS-related issues;
- Familiarity with Linux/Unix commands to check logs, manage services, and monitor systems;
- Experience with ticketing systems like Jira, Zendesk, HubSpot, or Salesforce to track and resolve customer issues;
- Understanding of customer SLAs and the importance of adhering to resolution timelines.
Why Dexatel?
Dexatel is now one of the leading omnichannel solutions providers in the cloud communications industry. Our client portfolio consists of over 800 clients and operators, including 300 major ones. Our list of celebrity partners includes Google, Viber, Deutsche Telekom, China Telecom, Vodafone, T-Mobile, Orange Spain, Orange Poland, CenturyLink, Cellcom and SAP.
We succeed not only by displaying high-quality standards, but also by creating an inspiring atmosphere in the workplace. Our work environment is based on tolerance, equality and non-discrimination. We provide everyone with the opportunity for self-development and progress.
Additional information
All interested and qualified candidates are welcome to send their CV to [email protected] indicating the position title (“Technical Support Specialist SMS”) in the subject line of the email or just submit your application below.