Software Support Analyst

MyOperator is India's leading cloud communication platform, empowering over 12,000 businesses globally with seamless cloud telephony and WhatsApp solutions. We are looking for a skilled and dedicated Software Support Executive to join our team in Noida. In this role, you will be the primary point of contact for our customers, providing essential technical assistance to ensure they get the most out of our cloud communication platform.

Your Role

As a Software Support Executive, you'll be the voice of our technical support team, handling inbound and outbound calls to resolve customer issues. You'll use your problem-solving skills to diagnose and troubleshoot technical problems, guiding users through solutions and ensuring a positive experience with MyOperator's products.

Key Responsibilities

• Provide Technical Support: Address customer queries and resolve issues related to MyOperator's software products over the phone.
• Diagnose and Troubleshoot: Identify and resolve technical problems with product features, including IVR setup, call routing, CRM integrations, and basic network or connectivity issues.
• Educate Users: Explain complex technical concepts in simple terms, helping customers understand and configure product features.
• Document Everything: Accurately log all customer interactions, issues, and resolutions in our CRM system.
• Escalate Issues: Forward complex or unresolved technical problems to the appropriate internal teams (e.g., Engineering) and follow up to ensure a timely resolution.
• Stay Updated: Maintain a high level of product knowledge and stay informed about new features and updates.

Requirements

• Education: A Bachelor's degree in any discipline.
• Experience: 1-3 years of experience in a voice-based software support or technical support role, preferably in a SaaS or IT company.
• Technical Skills: A basic understanding of cloud-based software, internet connectivity, telephony platforms (VoIP/SIP), and CRM systems. Knowledge of APIs is a plus.
• Communication: Exceptional verbal communication in English is essential. You must have a clear, empathetic, and professional phone demeanor. Proficiency in Hindi is a significant advantage.
• Problem-Solving: Strong analytical and troubleshooting skills with the ability to diagnose issues remotely and guide users to a solution.
• Customer Focus: A genuine passion for helping people and a strong commitment to providing excellent service on every call.

Why Join MyOperator?

• Directly impact customer satisfaction and business success.
• Access ongoing training and fast-track career growth.
• Work in a collaborative and supportive team environment.
• This is a full-time, in-office position based in Noida Sec 2, Uttar Pradesh.

Job Type: Full-time

Pay: ₹300,000.00 - ₹325,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Leave encashment
• Provident Fund

Application Question(s):

• Years of Exp in Support Role?
• Your Fixed CTC?

Work Location: In person