About the role

Aplyr's Quick Take

This role is about providing technical support to customers facing issues with software, hardware, or networking, primarily in VoIP and messaging systems. You'll troubleshoot problems, respond to inquiries via a ticketing system, and collaborate with various teams to resolve issues. It's an individual contributor role focused on customer satisfaction.

Good fit

Ideal candidates have a background in technical support or network administration, with experience in VoIP and networking. A proactive, customer-focused approach and the ability to work independently in a fast-paced environment will help you thrive here.

Worth noting

The position requires working first shift hours, which may not suit everyone. Additionally, the emphasis on meeting specific service level agreements and customer satisfaction metrics could add pressure to the role.

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 by 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

What We Are Looking For:

The Bandwidth Technical Support Analyst will provide technical support to customers who are experiencing software, hardware, or networking issues. Your main goal will be to ensure customer satisfaction by resolving technical issues or escalating them to appropriate teams when needed. This position requires technical expertise in Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS Messaging. You'll work first shift 7am to 4pm local time.

What You'll Do:

Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911 or Toll-Free.
Address customer inquiries through our ticketing system, phone, or email in a timely and professional manner.
Analyze call flows, packet captures, and system logs for faults.
Collaborate with customers, vendors, carriers, or internal teams to obtain information and resolve issues.
Test and duplicate customer issues to validate the issue and resolution.
Escalate issues to the relevant teams when required.
Satisfy or exceed all Service Level Agreements, Customer Satisfaction, and related business metrics.
Interact with various teams to provide feedback and recommend improvements to current products or procedures.
Keep up-to-date with technical knowledge and learn new technologies and products.
Provide guidance, technical knowledge, and best practices to customers.
Use data analytics techniques and methods to gain accurate and actionable insights into customer traffic patterns.

What You Need:

Education:
- Bachelor's degree in Computer Science, Information Technology, or related technical field
Experience:
- 1-2 years of experience in technical support or related field
Skills:
- Basic proficient in Networking, VoIP/SIP, and SMS/MMS applications.
- Excellent communication and interpersonal skills.
- Capable of multitasking in a fast-paced environment.
- Strong problem-solving skills.
- Able to work individually and in teams with a focus on detail.

Bonus Points:

Education:
- Certifications - Network+, CCNA or similar
Experience:
- PSTN, PBX, HTTP Messaging, or Enterprise Telephony experience.

The Whole Person Promise:

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…

Work laptop & mobile phone with a competitive subscription plan, and an internet allowance to support the costs of the Internet at home.
We contribute 8% of your monthly gross salary into your private pension.
Income protection plan to ensure you’ll receive a regular income if you are unable to work due to illness or injury.
Life insurance providing financial support to your loved ones in the event of your unexpected passing.
Health insurance, with extensive coverage, a simple claim process and the possibility to cover your life partner and children.
Extensive Employee Assistance Programme, offering 24/7 counseling and support on all areas of life (personal and professional).
Unlimited, free and anonymous consultations with our dedicated therapist.
Childcare support
Cycle to work scheme
24 days annual leave per year and 1 additional day every 3 years.
Time-Off Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your time-off - not even with email.
Additional time-off can be earned throughout the year through volunteer hours and Bandwidth challenges.
“Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
90-Minute Workout Lunches, contribution to your monthly fitness subscription and unlimited virtual meetings with our very own nutritionist.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

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#LI-Onsite

EU Pay Transparency

EU Compensation Range

112.896 Lei—150.528 Lei RON

Skills & Tags

go rust ai mobile data analytics product

Aplyr's read

Bandwidth is a dynamic telecommunications company where tech-savvy professionals thrive in developing innovative communication solutions for businesses worldwide.
Synthesized from recent postings & public sources

What's promising

•Bandwidth's robust API enables seamless integration of communication features into business applications.
•The company is expanding its workforce with diverse roles, including AI and software development.
•Bandwidth supports customer engagement and operational efficiency through its advanced communication platform.

What to watch

•The telecommunications sector is highly competitive, posing challenges for market differentiation.
•Bandwidth's growth may be limited by regulatory changes in communication services.
•Dependence on enterprise clients could impact revenue stability during economic downturns.

Why Bandwidth

•Bandwidth offers a comprehensive suite of communication services, including voice, messaging, and emergency support.
•The company emphasizes innovation in AI and programmable voice APIs.
•Bandwidth's platform is designed to enhance operational efficiency for businesses.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Bandwidth

Bandwidth

bandwidth.com

View company

Bandwidth is a communications platform that provides voice, messaging, and emergency services for businesses. By offering a robust API, they enable companies to integrate communication capabilities into their applications, enhancing customer engagement and operational efficiency.