Who We Are:
Bandwidth delivers world-class messaging, voice, and emergency service connectivity for the world’s biggest brands. We are the APIs and global network behind the platforms that the Global 2000’s use to power their internal communications, contact center platforms, apps, and software. We transform interactions for top-tier orgs—and we do it on a global scale. We’re the only ones who marry the power of our global network with the control and agility offered by our enterprise-grade APIs. Unmatched reliability meets unparalleled control. That’s the Bandwidth way.
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.
This position is Monday - Friday 12pm-9pm.
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.
What You Need:
- Bachelor's degree in Computer Science, Information Technology, or related technical field
- 1-2 years of experience in technical support or related field
- 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:
- Certifications: Network+, CCNA or similar
- 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…
- 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
- All new hires receive four weeks of PTO.
- PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
- Additional PTO 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 and unlimited 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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