Senior Tech Support Specialist, Mandarin Speaking

🕒 il y a 9 jours

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RunRemote

Site WebLinkedInTous les Emplois

1 - 10 employés

🎯 Recrutement

🤝 B2B

Recruitment • B2B

RunRemote est un partenaire de recrutement qui aide les entreprises à embaucher des professionnels à distance de premier ordre des Philippines. La société source, évalue rigoureusement et interviewe les candidats pour présenter une sélection restreinte de personnes embauchées à plein temps qui travaillent directement pour le client, promettant des économies substantielles (environ 70%) et plaçant généralement les candidats en 3 à 4 semaines. RunRemote facture des honoraires de réussite uniques, offre un support continu et une garantie de 90 jours, et se concentre sur des rôles dans les ventes et le marketing, les opérations, la finance, l'expérience client, les ressources humaines et le design.

Description

• Provide technical support for enterprise customers sending SMS and WhatsApp traffic into US carrier networks • Troubleshoot complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging and any other type of escalation on a global scale • Analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Investigate issues using SMPP logs, delivery receipts (DLRs), carrier error codes, APIs, and routing diagnostics • Manage carrier and aggregator escalations related to blocking, filtering, and deliverability • Monitor messaging performance and proactively identify operational issues • Support 10DLC registration, toll-free verification, short codes, and campaign approvals • Provide guidance on TCPA, CTIA, and carrier compliance requirements • Maintain operational documentation, troubleshooting records, and knowledge base articles • Collaborate closely with Engineering, Routing, Compliance, and Customer Success teams • Participate in on-call rotations for urgent customer escalations • Regularly liaise with carriers regarding troubleshooting matters and escalations that cannot be resolved internally.

🎯 Exigences

• 3–5+ years of experience in technical support, telecommunications operations, CPaaS, SaaS support, or messaging operations • Hands-on experience supporting A2P SMS within a CPaaS provider, telecommunications company, or messaging platform is highly desirable • Strong understanding of US SMS deliverability, carrier filtering, routing concepts, and the US carrier ecosystem, including direct carrier connections, aggregator relationships, and routing strategies, is highly preferred • Experience troubleshooting complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging, and other messaging escalations on a global scale • Ability to analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Experience handling enterprise customer escalations in a fast-paced environment • Proven ability to manage technical customer relationships and explain complex concepts clearly to both technical and non-technical audiences • Proficient in Mandarin with strong verbal and written communication skills • Strong troubleshooting and problem-solving mindset with excellent attention to detail and persistence in resolving complex issues • Ability to document technical issues, root causes, and solutions clearly for future reference and internal knowledge sharing • Excellent written and verbal communication skills for customer interactions and cross-functional coordination • A team player who collaborates effectively with Engineering, Compliance, Sales, and Carrier Management teams • Organised, self-directed, and comfortable working remotely with a high level of autonomy and accountability.