SMS Technical Support

Giza - Egypt

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Purpose:

The SMS Support & Onboarding Operations Specialist is responsible for providing first-line

technical support to clients ensuring timely incident handling effective communication

and smooth onboarding of new customers. The role acts as a key interface between clients

internal operations teams and external vendors to maintain service continuity SLA

compliance and high customer satisfaction within Bevatel messaging platform.

Core Responsibilities:

Provide L1 SMS technical support to clients and handle incoming tickets
Monitor ticket queues and ensure SLA compliance and timely resolution
Communicate incidents outages service degradation and impact to clients
Coordinate with clients during service issues and ongoing incidents
Escalate technical and quality issues to Operations and Routing & Quality teams
Perform basic troubleshooting related to delivery reports blocking and delays
Manage new client technical onboarding including technical setup API configuration and IP whitelisting
Perform operational account management activities
Ensure service continuity and SLA adherence
Coordinate issue resolution with vendors and operators
Manage content and Sender ID approval processes
Prepare daily operational and incident reports
Monitor client traffic at the operational level

Requirements

Education & Experience

Bachelors degree
Minimum 23 years of experience in SMS technical support onboarding or messaging operations
Experience working with messaging platforms APIs and client integrations is preferred
Previous experience operating within the KSA market is highly preferred.

Skills & Competencies

Strong communication skills in English
Good understanding of SMS delivery flow and messaging operations
Ability to analyze basic delivery issues (DLRs blocking delays)
Strong organizational and time-management skills
Ability to work under pressure and handle multiple tickets simultaneously
Customer-focused mindset with strong coordination skills
Team player with a proactive and accountable attitude

Role Purpose: The SMS Support & Onboarding Operations Specialist is responsible for providing first-linetechnical support to clients ensuring timely incident handling effective communicationand smooth onboarding of new customers. The role acts as a key interface between clientsinternal operation...