Careers

Customer Support Specialist

Belgrade, Serbia

Full-time

About SMS HIGHWAY

SMS HIGHWAY group is a growing international messaging service provider, specializing in Revenue Assurance solutions for Mobile Network Operators and direct A2P SMS connectivity.

Our suite of services is designed to meet the needs of major international Operators, OTTs, Enterprises, and Telecom Wholesale Companies. With offices in the UK, Ecuador, Romania, UAE, Kenya, Hong Kong, and our latest expansion in Serbia, SMS HIGHWAY is dedicated to providing seamless communication solutions worldwide.

About the role

The main role of Customer Support Specialist is owning and responding to customer tickets via email and proactive communication with telco providers and /or other relevant parties in order to ensure that reported issues are promptly and effectively addressed.

This role actively engages in technical problem analysis, traffic quality monitoring, activities related to compliance.

The ideal candidate will have excellent communication skills, a problem-solving mindset, and will collaborate with other team members to ensure a seamless customer experience.

Responsibilities

Customer ticket ownership: Take ownership of client-reported issues via email, ensuring timely and effective support to resolve them.
Technical problem analysis: Utilize available tools and think creatively to analyse problems and devise solutions.
Solutions proposal: Suggest solutions for issues that require internal escalation.
Traffic Monitoring: Monitor traffic quality, detect potential degradations, and escalate issues upstream when necessary.
Compliance: Submit and execute requests for sender ID registration and URL whitelisting to ensure compliance with local regulations.

Candidate requirements

1+ years of experience in Customer Support environment (B2C and/or B2B).
High School degree or higher.
Resourcefulness.
Strong problem-solving skills and attention to detail.
Proficiency in both written and spoken English.
Flexibility to work various shifts, including weekends and holidays.
Interest in technology and telecommunication ecosystem.

Location - Belgrade, Serbia (on site during training, remote after training)

If you are interested in this position send us an email at: careers[at]smshighway[dot]com