About Convey

At Convey, formerly 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 Helpdesk Support Specialist, you will serve as the first point of contact for technical assistance. This role involves providing technical support, troubleshooting basic IT issues, providing excellent customer service, and escalating complex problems to Tier 2 operations team.

This position involves rotational shifts to provide 24x7 coverage, including weekends and holidays, as needed.

What You’ll Do

• Respond to incident tickets or systems alerts, inquiries via phone, email, or chat in a timely and professional manner
• Monitor ticket queues, assign tickets to appropriate internal and external operations staff, escalate tickets until resolved.
• Troubleshoot and resolve basic technical issues related to products and services.
• Actively monitor systems with AWS Cloudwatch and DataDog
• Document and track customer interactions and issues using ticketing systems.
• Escalate complex issues to Tier 2 Operations or relevant departments as necessary.
• Provide customers with product information and technical guidance.
  
  

Qualifications

What you have - Required Skills:

• At least graduate of Vocational course or College level
• Previous experience in a technical support or customer service role.
• Strong problem-solving and communication skills
• Familiarity with common operating systems, software, and troubleshooting techniques.
• Ability to work independently and collaboratively in a team environment.
• Amenable to work in rotating shifts
  
  

Preferred Skills

• Proficiency with ticketing and collaboration tools (e.g., Atlassian, Jira, Confluence, Zendesk).
• Experience with call and email handling and escalations.
• Basic networking and IT security knowledge.
  
  

Us-based Roles Only - Benefits

• Fully covered Medical, Dental, and Vision coverage for employees
• Cost share for dependents
• 401(K) plan with company match
• Fully covered STD/LTD
• Employee Assistance Program (EAP)
• Paid Maternity Leave
• 12 weeks of paid parental leave for birthing parent
• Paid Paternity Leave
• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
• On-site gym available for free use in Denver, CO for employees based in the Denver area
  

Convey (formerly 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.