Overview

Responsibilities:
  • Monitor SMS traffic, delivery performance, and system health to proactively identify and resolve issues
  • Provide timely and accurate technical support to customers by investigating and responding to technical inquiries
  • Troubleshoot and resolve technical tickets related to SMS delivery, connectivity, routing, and API integrations
  • Analyze technical issues, identify root causes, and implement or recommend appropriate solutions
  • Assist customers in configuring and effectively using Dexatel’s SMS APIs, SMPP connections, and platform features
  • Serve as a primary technical point of contact between the Network Operations Center (NOC) team and customers
  • Monitor and follow up on customer-reported issues to ensure full resolution and high customer satisfaction
  • Collaborate with internal teams (Engineering, Routing, Product) to resolve complex technical cases
  • Contribute to process improvements and help optimize support workflows and operational efficiency
  • Maintain accurate documentation of technical issues, troubleshooting steps, and resolutions
Required Qualifications:
  • 1+ years of experience in technical support, customer support, or a similar technical role
  • Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field
  • Strong customer-focused mindset and commitment to providing high-quality technical support
  • Experience with ticketing systems like Jira, Zendesk, HubSpot, or Salesforce to track and resolve customer issues
  • Familiarity with Linux/Unix commands to check logs, manage services, and monitor systems
  • Understanding of customer SLAs and the importance of adhering to resolution timelines
  • Understanding of networking principles like IP addressing, ports, TCP/UDP protocols, and DNS resolution
Note:

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