Messaging Solutions Support Representative

Job Description

responsible for providing operational and technical support for telecom messaging services, including SMS, A2P messaging, and other digital communication solutions. This role focuses on monitoring messaging activities, resolving service-related concerns, assisting clients and internal teams, and ensuring reliable message delivery across supported platforms and networks.

The role requires strong attention to detail, problem-solving skills, and the ability to collaborate with cross-functional teams such as operations, technical support, account management, and carrier partners to maintain high-quality messaging services and customer satisfaction.

Responsibilities

• Monitor messaging platforms and service activities to ensure successful message processing and delivery.
• Provide timely support and resolution for messaging-related inquiries, incidents, and service issues.
• Investigate message delivery failures, errors, and routing concerns using available tools and systems.
• Perform basic troubleshooting and escalate complex technical issues to appropriate support teams.
• Coordinate with internal teams, clients, and external partners to address messaging service concerns.
• Analyze messaging reports, delivery statistics, and performance metrics to identify trends and potential issues.
• Maintain accurate documentation of incidents, resolutions, and operational procedures.
• Assist with service requests, account configurations, and messaging platform updates.
• Ensure compliance with messaging policies, security standards, and operational guidelines.
• Provide regular updates and status reports regarding ongoing issues and service performance.
• Support continuous improvement initiatives to enhance messaging operations and customer experience.

Qualifications and Skills

• Experience in customer support, technical support, telecommunications, or messaging operations is preferred.
• Knowledge of SMS, A2P messaging, telecom services, or digital communication platforms is an advantage.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and prioritize urgent issues.
• Familiarity with ticketing systems, reporting tools, and support processes.
• Strong attention to detail and commitment to service quality.
• Willingness to work in a fast-paced, team-oriented environment.

We also offer night differential, rice allowance