Job description
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