It Customer Support Executive

• Provide L1/L2 technical support to enterprise customers for SMS, Voice, WhatsApp, and RCS services.
• Troubleshoot delivery issues, API errors, DLT-related errors, integration issues, and platform-related incidents.
• Monitor system alerts, queues, delivery reports (DLRs), and operator responses.
• Escalate unresolved issues to the technical/engineering team with complete logs and analysis.

2. Customer Interaction & Communication

• Respond promptly to customer queries via calls, emails, and ticketing tools.
• Explain platform features, technical requirements, and configuration steps to customers.
• Maintain high customer satisfaction through professional and timely communication.

3. Onboarding & Configuration Support

• Assist new clients with platform setup, API key generation, and system integration.
• Guide customers in DLT registration, header/template mapping, and compliance prerequisites.
• Configure routing, sender IDs, and account settings as per customer requirements.

4. Monitoring & Reporting

• Conduct real-time monitoring of traffic, failures, TPS, and platform health dashboards.
• Analyze campaign performance, DLR logs, and operator error codes.
• Prepare daily/weekly reports for internal teams and clients.

5. Documentation & SOP Compliance

• Maintain updated documentation of issue resolutions, FAQs, processes, and client configurations.
• Ensure adherence to internal SOPs, escalation matrices, and compliance guidelines.
• Track and update all cases in CRM/ticketing tools like Freshdesk, Zendesk, Jira, etc.

Required Skills & Competencies

• Good understanding of:
• SMS gateways, SMPP/HTTPS APIs
• WhatsApp Business API (Cloud/On-Prem)
• Voice OBD/IVR/TTS workflows
• RCS communication channels
• Ability to review API logs, HTTP responses, JSON payloads, and webhook callbacks.
• Familiarity with DLT platforms (Videocon, VIL, BSNL, Jio).
• Basic knowledge of Linux, SQL logs, networking fundamentals (optional but preferred).

Customer Support Skills

• Strong analytical and troubleshooting ability.
• Quick at identifying root cause and providing resolution.
• Ability to handle pressure during peak traffic or incident situations.

Communication & Interpersonal Skills

• Clear verbal and written communication.
• Patience and empathy while handling customers.
• Professional and solution-oriented approach.

Behavioral Competencies

• High ownership and accountability.
• Ability to multitask and prioritize issues.
• Willingness to learn new technologies and CPaaS features.
• Team player with a proactive mindset.

Eligibility Criteria

• Minimum

  2-3 years

  of experience in IT or Technical Support within telecom, messaging, CPaaS, or similar platform environment.
• Graduate in IT/Computer Science; technical certifications preferred.
• Experience with API-based platforms and ticketing tools is a must.

What We Offer

• Competitive salary & performance incentives
• Professional growth in the high-demand CPaaS and digital communication industry
• Opportunity to work closely with enterprise BFSI, fintech, and government clients
• Supportive team environment with continuous learning