Telecom Support Executive

Job Summary:

We are seeking a dedicated Customer Support Specialist to manage customer support tickets related to 10 DLC (10-digit long code) registration and compliance for Application-to-Person (A2P) messaging in the USA. In this role, you will assist clients with the registration of brands, campaigns, and numbers for 10 DLC, guide them through vetting processes, troubleshoot telecom compliance issues, and ensure message delivery success. This position requires strong problem-solving skills, telecom industry knowledge, and an understanding of messaging regulations.

Key Responsibilities:

• Ticket Management: Handle customer support tickets related to 10 DLC registration, compliance, and troubleshooting for A2P messaging.
• Registration Assistance: Assist clients with registering their brands, campaigns, and numbers for 10 DLC compliance in line with telecom carrier requirements.
• Compliance Guidance: Provide guidance on the vetting process and ensure compliance with A2P messaging regulations, including adherence to local telecom standards.
• Troubleshooting: Diagnose and resolve issues related to message delivery, registration delays, and compliance challenges in coordination with telecom carriers.
• Customer Education: Educate customers on the regulatory requirements of 10 DLC, Toll-Free Numbers (TFN), and WhatsApp messaging best practices for A2P campaigns.
• Cross-Functional Collaboration: Work closely with internal teams (e.g., Product, Engineering, and Sales) to resolve customer queries and ensure smooth onboarding and messaging operations.
• Monitor Ticketing System: Regularly monitor the support ticketing system to ensure timely responses to customer inquiries and provide updates throughout the resolution process.
• Regulatory Updates: Stay updated on the latest industry regulations, including those affecting A2P messaging, 10 DLC, and telecom compliance in the USA.
• Documentation: Maintain clear and accurate logs of customer interactions, solutions, and best practices for future reference and process improvement.
• Time Zone Coverage: Provide customer support during USA business hours, specifically focusing on North American clients.

Qualifications:

• Experience: Minimum of 2 years of experience in customer support, particularly in the telecom or messaging industry.
• Telecom Knowledge: Strong understanding of 10 DLC, A2P messaging regulations, and telecom compliance requirements in North America.
• Technical Skills: Proficient in troubleshooting messaging delivery issues, campaign registration, and working with telecom carriers.
• Communication Skills: Excellent written and verbal communication skills to clearly explain technical details and regulatory requirements to clients.
• Problem-Solving Skills: Strong analytical and troubleshooting skills to diagnose and resolve messaging-related issues efficiently.
• Industry Awareness: Familiarity with A2P messaging regulations, 10 DLC, Toll-Free Numbers, and WhatsApp for business use cases.
• Collaboration: Ability to work effectively with cross-functional teams to ensure client satisfaction and issue resolution.
• Flexibility: Willingness to work in USA time zones to support North American customers.

Preferred Qualifications:

• Knowledge of SaaS platforms related to telecom and messaging.
• Experience with ticketing systems like Zendesk, Freshdesk, or similar.
• Knowledge of messaging platforms and APIs.