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
  

RequirementsEducation & 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