📢 Junior Technical Support Specialist
🏢 Dexatel verified-icon
📍 Yerevan, Armenia
🔄 #FullTime
🗂️ #InformationTechnology
📝 Responsibilities
- Monitor SMS traffic, delivery performance, and system health to proactively identify and resolve issues
- Provide timely and accurate technical support to customers by investigating and responding to technical inquiries
- Troubleshoot and resolve technical tickets related to SMS delivery, connectivity, routing, and API integrations
- Analyze technical issues, identify root causes, and implement or recommend appropriate solutions
- Assist customers in configuring and effectively using Dexatel’s SMS APIs, SMPP connections, and platform features
- Serve as a primary technical point of contact between the Network Operations Center (NOC) team and customers
- Monitor and follow up on customer-reported issues to ensure full resolution and high customer satisfaction
- Collaborate with internal teams (Engineering, Routing, Product) to resolve complex technical cases
- Contribute to process improvements and help optimize support workflows and operational efficiency
- Maintain accurate documentation of technical issues, troubleshooting steps, and resolutions
✅ Requirements
- 1+ years of experience in technical support, customer support, or a similar technical role
- Bachelor’s degree in Computer Science, Telecommunications, Information Technology, or a related field
- Strong customer-focused mindset and commitment to providing high-quality technical support
- Experience with ticketing systems like Jira, Zendesk, HubSpot, or Salesforce to track and resolve customer issues
- Familiarity with Linux/Unix commands to check logs, manage services, and monitor systems
- Understanding of customer SLAs and the importance of adhering to resolution timelines
- Understanding of networking principles like IP addressing, ports, TCP/UDP protocols, and DNS resolution
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