SMS Technical Support

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

• Bachelor’s degree
• Minimum 2–3 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