Conversive (SMS Magic).

Job Description

About Company:

Conversive is the world’s first Intelligent & Empathetic Conversations AI Platform, redefining how businesses engage customers in life-changing decisions with trust, care, and compliance.
With 18 years of expertise, we empower fast-growing startups and global organizations across Healthcare, Financial Services, Real Estate, Education, Staffing and Wellness to deliver AI-orchestrated, compliant conversations across SMS, WhatsApp, Social Media, RCS and Voice.
We help leaders transform customer experience, improve operational efficiency and accelerate digital transformation from first inquiry to long-term loyalty.
Trusted by 5,000+ organizations globally, Conversive integrates seamlessly with leading CRMs like Salesforce and Zoho and is built on ISO 27001:2013–certified, enterprise-grade infrastructure, empowering teams to deliver measurable impact through conversations that drive growth, efficiency, and trust.

Company Name: Conversive (SMS Magic).

Experience: Fresher. 

Designation: Telecom Support Intern.

Job Location: Pune.

Eligibility Criteria:  

• Qualification: Any Graduate.
• Pass out Year: 2025/2026.
• Percentage Criteria: NA.
• Any Bond: NA.

Package Details:

• Stipend For 6 Months of Internship Period: Rs. 18,000/- Per Month.
• Approx. Package After 6 Months of Internship Period: Rs. 3,00,000/- Per Annum.

Shift Details:

• US Shift

Roles and Responsibilities:

1. Manage and resolve customer support tickets related to 10DLC registration, A2P messaging, and telecom compliance.
2. Assist customers with brand registration, campaign registration, and phone number onboarding for 10DLC services.
3. Guide clients through the complete 10DLC registration process while ensuring regulatory compliance.
4. Troubleshoot message delivery failures, carrier rejections, and registration-related issues.
5. Investigate and resolve delays in brand and campaign approvals with accurate status updates.
6. Provide guidance on A2P messaging regulations, carrier policies, and compliance best practices.
7. Support customers through brand vetting and campaign vetting processes to improve registration success.
8. Coordinate with internal operations, carrier partners, and cross-functional teams to resolve complex telecom issues.
9. Monitor the ticketing system to ensure timely responses and resolution within defined SLAs.
10. Educate customers on 10DLC requirements, Toll-Free Number (TFN) verification, and WhatsApp Business messaging guidelines.
11. Verify customer registration details and documentation for accuracy before submission.
12. Track and monitor registration progress, campaign approvals, and compliance status across telecom platforms.
13. Document customer interactions, troubleshooting steps, and issue resolutions in the CRM/ticketing system.
14. Provide technical support for message delivery issues, error codes, throughput limitations, and carrier compliance requirements.
15. Stay updated with evolving 10DLC, A2P messaging, carrier, and telecom industry regulations to ensure accurate customer guidance.
16. Assist customers in maintaining compliance to prevent message filtering, blocking, or carrier penalties.
17. Analyze customer issues, identify root causes, and recommend appropriate corrective actions.
18. Ensure high levels of customer satisfaction by delivering professional, accurate, and timely support during USA business hours.
19. Escalate unresolved or high-priority issues to the appropriate internal teams while maintaining customer communication.
20. Maintain accurate records of registrations, compliance activities, and support cases for reporting and audit purposes.

Skills Required:

1. Strong knowledge of 10DLC (10-Digit Long Code) registration and compliance processes.
2. Good understanding of A2P (Application-to-Person) messaging regulations and carrier requirements.
3. Experience with brand, campaign, and number registration for 10DLC.
4. Familiarity with Toll-Free Number (TFN) verification and messaging compliance.
5. Basic knowledge of WhatsApp Business messaging requirements and onboarding.
6. Excellent customer support and client communication skills.
7. Strong troubleshooting and problem-solving abilities for message delivery issues.
8. Experience working with ticketing systems (Zendesk, Freshdesk, Jira, or similar).
9. Knowledge of telecom concepts such as SMS, MMS, messaging throughput, and carrier filtering.
10. Ability to analyze message delivery failures, registration errors, and compliance issues.
11. Strong documentation and record-keeping skills.
12. Ability to manage multiple customer tickets while meeting SLA timelines.
13. Good coordination and collaboration skills with cross-functional teams.
14. Strong attention to detail when reviewing registration documents and compliance information.
15. Ability to explain technical telecom concepts to non-technical customers.
16. Familiarity with CRM systems and customer support tools.
17. Time management and organizational skills to handle USA business hour support.
18. Ability to stay updated with changing telecom regulations and industry standards.
19. Basic understanding of telecom APIs and messaging platforms is an added advantage.
20. Proficiency in Microsoft Office/Google Workspace for reporting and documentation.