Product Support Specialist – Tier 1

****THIS ROLE IS NOT ELIGIBLE FOR THE BENEFITS LISTED BELOW THE JOB DESCRIPTION***

At Message Broadcast, we believe mobile technology and conversational decision logic have transformed how businesses and their customers communicate. Our mission is to help people have natural, engaging conversations with the brands they trust—when, how, and where they want.  

For over 24 years, we’ve partnered with the world’s most admired brands, ensuring they remain relevant and effective during the moments that matter most. By delivering automated and engaging conversations across voice, email, and text messaging channels, we empower businesses to connect with their customers seamlessly. Every day, millions of conversations are supported by our platform, helping businesses inform, enroll, educate, transact, confirm, and resolve, all while creating satisfied and loyal customers.  

Position Overview:  

As a Tier 1 Support Specialist, you will be the first line of defense for our customers, ensuring seamless communication and resolution of issues related to our voice, email, and text messaging products. You will play a critical role in maintaining trust and delivering exceptional support experiences for our clients.  

Key Responsibilities  

Customer Assistance:   

• Respond promptly to customer inquiries through helpdesk, email, live chat, and phone.  

• Provide clear, step-by-step troubleshooting for technical issues related to our    communication products.   

• Educate customers on platform features and ensure they can maximize the value of our solutions.  

• Handle after hours and weekend needs for client support.  

Troubleshooting & Escalation:  

• Diagnose and resolve Level 1 technical issues, such as connectivity problems, account configurations, system usage errors, password resets, reporting, etc.   

• Escalate more complex or unresolved issues to Tier 2 Support or Engineering teams, ensuring clear documentation for a smooth handoff.  

Documentation & Knowledge Sharing:  

• Log all customer interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records.  

• Contribute to the internal and external knowledge bases by creating or updating FAQs and troubleshooting guides.  

• Document proper team hand off   

Customer Advocacy:  

• Act as the voice of the customer by reporting recurring issues, product feedback, or areas for improvement to internal teams.  

• Deliver exceptional service that leaves customers feeling supported and valued. 

Qualifications  

Required Skills and Experience:   

• Open to work in US Eastern and US Pacific time zones to support customers in North America   

•  1-3 years of experience in a customer-facing support role, preferably in a SaaS, communication, or technology company.  

•  Familiarity with messaging technologies such as voice systems (e.g., SIP), email protocols (e.g., SMTP), and text messaging platforms (e.g., SMS gateways).  

•  Strong problem-solving skills with the ability to troubleshoot technical issues effectively.  

•  Proficiency in using support tools and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).  

•  Excellent verbal and written communication skills, with a focus on clarity and empathy.  

Preferred Qualifications:  

• Experience working in a high-volume support environment.  

• Basic understanding of APIs or system integrations.  

• Knowledge of automation workflows and conversational decision logic.  

What You’ll Gain  

• A chance to work with cutting-edge communication technology that’s transforming customer engagement.  

• Opportunities for professional growth and learning.  

• A collaborative, supportive, and innovative team environment.  

Join Us   

At Message Broadcast, you’ll be a vital part of helping businesses and their customers engage in meaningful and productive ways. If you’re passionate about providing exceptional support and want to work with a team that’s redefining communication, apply today! 

BENEFITS

• Fully covered Medical, Dental, and Vision coverage for employees

  • Cost share for dependents

• 401(K) plan with company match

• Flexible PTO policy

• 9 paid holidays

Message Broadcast is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.