First line Customer Support Analyst

Our client assists mobile operators worldwide in scaling their Voice, A2P SMS, RCS business messaging, and application enablement services, including cloud numbers. They are committed to developing the wholesale ecosystem and connecting the world’s largest operators and their partners profitably and effectively. They provide their customers with innovative, automated wholesale solutions that simplify decision-making and operational tasks, allowing them to strengthen existing business and discover new revenue opportunities.

A Day in the Life of (Customer Support Analyst):

As a Customer Support Analyst, you will be an integral part of their Maintenance & Managed Services team, providing technical support to users of our client's billing, routing, and trading software suite, which serves wholesale telecom service providers across the globe.

Your primary responsibilities will revolve around supporting customers by responding to questions, troubleshooting issues, and assisting with system processes,



ultimately ensuring that they have a great experience operating the software.

Responsibilities include:
i. Take full ownership of support tickets end-to-end — from triage and resolution path
definition through to closure, ensuring compliance with agreed SLAs and business priorities.
ii. Perform technical troubleshooting of contrast application behaviour to client expectations
by means of database queries and code analysis to identify defects and underlying root
cause.
iii. Collaborate effectively across teams — work with subject matter experts, infrastructure
teams, R&D; (Development), QA(Testing), and Sales in an agile, fast-paced environment to
drive timely solutions.
iv. Communicate clearly with customers — ascertain customer expectations, criticality of
requests, ensure supporting documents are provided and completed, provide professional
updates, workarounds, and well-documented resolutions for knowledge sharing.
v. Contribute to c

📌 Customer Support Analyst (Madrid)
🏢 Mbr Partners
📍 Madrid