Bevatel→
SMS Technical Support at Bevatel in Cairo, Cairo, Egypt
Entry LevelOn-siteFull-timeCairo, Cairo, Egypt
Skills
sms technical supportmessaging operationsapi configurationip whitelistingdelivery reports analysisblocking analysisdelay analysiscommunicationorganizational skillstime-managementability to work under pressurecustomer-focused mindsetcoordination skillsteam playerproactive attitudeaccountable attitudemessaging platformsclient integrations
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