Messaging Business Support Specialist | 521 | Infopulse

Messaging Business Support Specialist

Infopulse is inviting a talented professional to join our growing team as a Messaging Business Support Specialist for our respectable client BICS.

Within the Messaging Business Enablement department, the Messaging Business Support team is playing a key role in providing best-in-class services to BICS customers, by managing end-to-end requests and complains, testing, and customer satisfaction activities in relation with our Messaging products.

Join the team of our customer BICS – a global telecommunication enabler with a physical network stretching across the globe!
- Grow your expertise through interacting with A-level mobile carriers from all over the world;
- Get your hands on the vast network with on-land, transatlantic, and space points of presence;
- Join our decade-long partnership with BICS to ensure confidence in your future and long-term growth.
Infopulse-BICS team has been growing since 2010… and we are looking forward to growing with you!

Areas of Responsibility

  • Manage customers and suppliers requests by supervising proper backend team introduction, and taking the lead on complex requests and escalations, in accordance with your portfolio.
  • Manage customers and suppliers complains by investigating, providing solutions, following-up, and coordinating required actions, in accordance with your portfolio.
  • Provide advice & guidance to internal stakeholders, in accordance with your portfolio.
  • Create & maintain reports, and provide input to the Messaging Business Enablement management.
  • Create & maintain process documentation.
  • Manage customer tickets/complains and take corrective actions within required timeframes
  • Identify tickets/complains root causes and provide solutions in order to prevent escalations
  • Lead specific and/or ad-hoc action plans in relation with customer satisfaction
  • Collaborate with internal stakeholders in order to improve quality of service
  • Provide and lead internal processes and tools improvements
  • Generate and lead activities and business digitalization programs
  • Be an active contributor in project teams in charge of applications & technical tools developments
  • Supervise team activities & performance, and report to management
  • Act as manager backup


  • Telecommunications, business, IT, and/or technical degree
  • Minimum 3 years’ experience in the similar domains (Data Management, Requests & Complains, Customer Satisfaction)
  • Significant abilities in process (re)engineering and/or project management
  • Excellent oral and written communication skills
  • Strong analytical skills
  • Digital mindset

Personal skills

  • Fluent in English, both written and spoken
  • Autonomous and able to work in cross-functional teams
  • Always looking for solutions and able to visualize multiple options
  • Self-confident, flexible, assertive, and positive mindset
  • Structured, rigorous, and methodic

Your contact for this vacancy is:

Olha Hurska photo
Olha Hurska
Junior HR Manager

Send us your CV and we will get back to you.

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