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 config...