Вакансія: Support Specialist (в Львів)

Загальна інформація про вакансію

<p>Sempico Solutions is an innovative international Telecommunication player providing customers with different telecom services such as: A2P, P2A SMS services, offering omnichannel communication with end users, as well as proprietary software. We are currently looking for a Technical Support Specialist with experience in telecom (ideally in an SMS hub or provider) to join our growing team.</p> <p><strong>We offer:</strong></p><ul><li>Opportunity to work remotely.</li><li>Convenient work schedule: Monday to Friday, from 9:00 to 18:00 (with a 1-hour lunch break).</li><li>Competitive salary with a fixed base and performance-based bonuses.</li><li>Step-by-step onboarding and training process.</li><li>Internship and training at the company’s expense.</li><li>Career development opportunities.</li><li>Collaboration with global international brands and partners.</li><li>Chance to improve your English skills.</li><li>A cohesive and friendly team — everyone you’ll work with is responsible, hardworking, progressive, and fun. We value common sense and a good sense of humor. No bureaucracy — we’re all on a first-name basis.</li></ul> <p><strong>Main Responsibilities:</strong></p><ul><li>Provide timely and professional technical support to clients and partners via email, ticketing system and other communication channels.</li><li>Monitor SMS traffic delivery, troubleshoot message delivery issues and escalate to relevant teams when necessary.</li><li>Analyze SMPP logs, and other system data to identify and resolve client issues.</li><li>Assist clients with integration and interconnection processes, including SMPP, HTTP API.</li><li>Maintain detailed records of support cases, actions taken, and resolution outcomes.</li><li>Collaborate with internal teams (sales, routing, billing, operations) to ensure fast and accurate issue resolution.</li><li>Stay up-to-date with system changes, platform updates, and new features relevant to messaging services.<strong>Our ideal candidate should have:</strong><ul><li>Fluent Ukrainian, and English at B2 Upper Intermediate level or higher (both spoken and written).</li><li>Ability to clearly express thoughts, especially in written communication.</li><li>Responsibility, honesty, and punctuality.</li><li>A strong client needs analysis skills and the ability to select effective technological solutions.</li><li>Structured thinking, high self-organization, attention to detail, excellent communication and teamwork skills.</li><li>Self-motivated and result-oriented.</li><li>Basic knowledge of network protocols (TCP/IP, HTTP, DNS).</li><li>Basic knowledge of Linux command line.</li><li>Preferred: Familiarity with SMPP protocol basics.</li><li>Be technically equipped — our work requires being online during working hours regardless of power outages. Reliable internet connection and charged equipment are a must!</li></ul></li></ul>