Telecom Support Executive

Role Overview: We are seeking a Telecom Support professional to handle customer queries related to 10 DLC (10-digit long code) registration and compliance for A2P messaging in the USA. You will assist clients with brand, campaign, and number registrations, ensuring compliance with A2P messaging regulations. This role involves troubleshooting message delivery issues, guiding clients through vetting processes, and providing support across multiple telecom platforms.

Key Responsibilities:

1. Manage customer support tickets related to 10 DLC registration and A2P messaging compliance.
2. Assist clients with registering brands, campaigns, and numbers for 10 DLC.
3. Troubleshoot and resolve message delivery, registration delays, and compliance issues.
4. Guide clients on vetting processes and A2P messaging regulations.
5. Collaborate with cross-functional teams for smooth resolution of customer queries.
6. Monitor the ticketing system and respond to customer inquiries in a timely manner.
7. Stay updated on industry regulations for 10 DLC and A2P messaging.
8. Educate customers on 10 DLC, Toll-Free Numbers (TFN), and WhatsApp requirements.
9. Document resolutions and maintain accurate logs of customer interactions.
10. Provide telecom support during USA business hours for North American clients.

Requirements:

• Strong communication and troubleshooting skills.
• Familiarity with 10 DLC, A2P messaging, and telecom compliance.
• Ability to work in the USA time zone.

What working at SMS Magic Offers?
At SMS Magic, people growth is parallel to company’s growth and our work culture supports our commitment to creating a world class CRM messaging company. Our work culture is built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people and our clients.
We offer a sense of balance, we want our people to be active, healthy, and happy, not just in their jobs but in their lives outside of work. Our competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, we do our best to make your time with us a rewarding learning experience that helps you grow as an individual.
Plus, we offer


• The freedom and flexibility to handle your role in a way that’s right for you
• Gain exposure to a dynamic and growing global business environment
• Exposure to innovative and cutting-edge technology and tools
• Scope to showcase one’s analytical capabilities and make high impact contributions to Business teams
• Whenever you join, however long you stay, the exceptional SMS Magic experience lasts a lifetime. Recognized as industry leader, we continually strive to be a great place to work and with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the “World’s best Messaging Partner” a reality.

  About SMS Magic: Founded over 15 years, we’ve become a trusted messaging leader for businesses around the world. We work with global customers across many industries including contact centers, financial services, higher education, retail, staffing, wellness and more. Our customers range from small and mid-size businesses to large global enterprises.
  Our commitment to every customer is, “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition”.
  If you can confidently demonstrate that you meet the criteria mentioned above, please contact us as soon as possible.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.
  Read mode about us at: www.sms-magic.com