Telecom Engineer

At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Telecom Engineer is an independent role within Infobip Customer Support responsible for delivering successful technical services to both internal and external customers, ensuring all technical services related to projects, registration, administration, and maintenance are delivered in accurate and timely manner while utilizing their expertise in traffic registration worldwide. This is achieved through doing assignments and activities while keeping high accountability, building relationships with the MNOs (Mobile Network Operators), and improving knowledge. Registration of traffic worldwide

• Administration of Infobip senders database
• Processing customer sender registration requests and registering them directly with the MNOs/suppliers
• Providing traffic security (both externally and internally) and control through content restrictions and template registration
• Specializing in region specific or product-based registration processes
• Ordering numbers (VLN/SC) and enabling setup for 2way communication between our customers and end users
• Other 2-way activities (MO resources, keywords setup...)
• Custom accounts setup – providing “out of the box” solutions for all use cases our customers could have (ASTW, SNR, DCL, text restrictions, etc.)
• OTT traffic registration for WhatsApp, Viber, KakaoTalk, Zalo, Telegram, Line, Internet of Things, Rich Content SMS, Mobile Identity, Google Business Messages Troubleshooting
• Troubleshooting in cases where existing sender setups are not working
• Troubleshooting sender and 2-way related issues
• Answering any inquiry regarding senders and helping stakeholders through the process of registration Ensure high-level of customer satisfaction
• Serve as trusted technical resource by acting on technical service request with desired quality and customer satisfaction standard.
• Manage relationship with internal and external customers Contribute to internal improvement initiatives
• Update internal databases with information about technical services (sender registration, country/network regulations, setup of new connections, etc.)
• Document technical procedures and best practices and share with technical community
• Identify initiatives to optimize and enhance current functionalities (propose improvements with the existing tools/procedures)
• Maintain work quality through consistent personal diligence in change management, actively following novelties and changes in procedures and work-processes (ensuring that no errors due to not following new procedures occur) Focus on Continuous Development
• Participate in Continuing Education sessions
• Be fully versed in technical processes and tool functionalities
• Collaborate and share knowledge with technical community on company level

Requirements

• You have at least 2 years of experience in Customer Support or in the Customer Service Field
• Intermediate to advanced knowledge in MS Excel/spreadsheets
• Knowledge in A2P communications, SMS Messaging is preferred but not required
• Ability to operate effectively in a fast-paced environment with competing and shifting priorities
• Solid organizational skills including attention to detail and patience
• You are not afraid to dig deeper and use your analytic approach to solve technical problems
• You communicate effectively to clients, partners, colleagues, and engineering teams alike in English and local language

When you become a part of Infobip you can expect:Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users! Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve. Learn as you grow – Starting with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development. Connect globally – Work with people from all over the world. We put the “global” in globalization. Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ... Talk about a balanced lifestyle!