Technical Support Analyst

Technical Support Analyst

Raleigh

Bandwidth, 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.

What You'll Do

• Identify and troubleshoot technical issues related to networking, VoIP, 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, 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.