Technical Support Specialist (Florida)
Telgorithm
IT, Customer Service
Miami, FL, USA
Posted on Dec 21, 2024
About Telgorithm: Telgorithm is a cutting edge messaging API provider specializing in 10DLC text messaging. We enable software providers to send high-volume business text messages at the highest delivery rates in the industry, 99%+ on average. Telgorithm combines timely customer support, expert-level messaging compliance guidance and patent-pending technology that proactively and automatically manages business' Carrier rate limits for the most effective 10DLC API experience. Say goodbye to compliance rejections, error codes and poor deliverability causing your customers' complaints to pile up. Telgorithm allows software and application providers to successfully send compliant 10DLC messages by the millions daily. To learn more, visit www.telgorithm.com.
About Us: Telgorithm was founded on the principles of transparency, customer experience, responsibility, education, and empathy. Our team is committed to providing our customers with the guidance and support needed to be successful in the evolving A2P landscape. We're growing quickly and looking for team members that are committed to contributing to our mission of changing the A2P 10DLC ecosystem for the better.
When faced with challenges, we seek out creative solutions and workarounds. As a startup, our work and team are fast-paced; we're extremely collaborative yet unafraid to make decisions and change course later if needed. If you thrive as a both a team player and an individual contributor, are interested in solving problems, and motivated to make the world of telecom more fun – Telgorithm might be the company for you.
The Role. As part of our Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to deliver highly customized solutions and recommendations to our users.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of APIs and the 10 DLC landscape will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating world class user experiences, and pushing forward continuous improvements that align with Telgorithm's key metrics, such as Customer Effort Score, Resolution Time, and Service Level Agreements (SLA).
Reporting to: Sr. Manager, Customer Success
Compensation: $52,000 - $70,000
What you'll do
Being human isn't about checking every box on a list. It's about the experiences we have, the people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together.
What We Offer:
Joining our team isn't a job switch, it's a career accelerator. Here's how we'll support you in doing some of the most impactful work of your career:
Telgorithm does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
Hiring Scams Are on the Rise
Please be aware of false email domains, solicitations, or employment offers from suspicious sources. Please note that employment offers and any requests for information will always be made by a Telgorithm employee with an @telgorithm.com email address. All legitimate job openings are posted on our careers page at https://job-boards.greenhouse.io/telgorithm.
Telgorithm never asks job seekers to make any payment as part of the recruiting process. If you have any questions or concerns about the authenticity of the Telgorithm recruitment process or an offer that you have received, please contact us by email at peopleops@telgorithm.com.
If you have provided monies or other sensitive personal information and suspect you are the victim of fraud, please contact your local authorities or the Federal Trade Commission at 1-877-382-4357 or online at ftc.gov/complaint.
About Us: Telgorithm was founded on the principles of transparency, customer experience, responsibility, education, and empathy. Our team is committed to providing our customers with the guidance and support needed to be successful in the evolving A2P landscape. We're growing quickly and looking for team members that are committed to contributing to our mission of changing the A2P 10DLC ecosystem for the better.
When faced with challenges, we seek out creative solutions and workarounds. As a startup, our work and team are fast-paced; we're extremely collaborative yet unafraid to make decisions and change course later if needed. If you thrive as a both a team player and an individual contributor, are interested in solving problems, and motivated to make the world of telecom more fun – Telgorithm might be the company for you.
The Role. As part of our Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to deliver highly customized solutions and recommendations to our users.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of APIs and the 10 DLC landscape will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating world class user experiences, and pushing forward continuous improvements that align with Telgorithm's key metrics, such as Customer Effort Score, Resolution Time, and Service Level Agreements (SLA).
Reporting to: Sr. Manager, Customer Success
Compensation: $52,000 - $70,000
What you'll do
- Technical Support - Analyze and troubleshoot complex technical issues through direct user interaction (email, Slack) and leveraging your knowledge of API documentation to resolve issues related to campaigns, messages, integrations and API requests.
- Knowledge Base - Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. As well as create new documentation for internal teams that will serve as our process guides.
- Process Improvement - Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Voice of the Customer - Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability and usage.
- At least 2+ years of relevant experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- You'll stand out if you have experience in the newest A2P 10DLC requirements
- Experience using REST API's, SQL queries
- Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Exceptional customer relationship skills and a clear perspective on what constitutes excellent customer service over email and in virtual meetings.
- Ability to prioritize constantly to manage competing priorities or process risks
- Must have experience working with SaaS start-ups
- Familiarity with carrier operations, message routing, call processing, and network management
Being human isn't about checking every box on a list. It's about the experiences we have, the people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together.
What We Offer:
Joining our team isn't a job switch, it's a career accelerator. Here's how we'll support you in doing some of the most impactful work of your career:
- Full remote/hybrid work arrangement
- Flexible work schedule
- Flexible time off; including paid vacation and sick leave
- Company-sponsored health insurance
- Employee stock options
Telgorithm does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
Hiring Scams Are on the Rise
Please be aware of false email domains, solicitations, or employment offers from suspicious sources. Please note that employment offers and any requests for information will always be made by a Telgorithm employee with an @telgorithm.com email address. All legitimate job openings are posted on our careers page at https://job-boards.greenhouse.io/telgorithm.
Telgorithm never asks job seekers to make any payment as part of the recruiting process. If you have any questions or concerns about the authenticity of the Telgorithm recruitment process or an offer that you have received, please contact us by email at peopleops@telgorithm.com.
If you have provided monies or other sensitive personal information and suspect you are the victim of fraud, please contact your local authorities or the Federal Trade Commission at 1-877-382-4357 or online at ftc.gov/complaint.