Software Support Executive

MyOperator is India's leading cloud communication platform, empowering over 12,000 businesses globally with seamless cloud telephony and WhatsApp solutions. Our robust suite of products, including IVR, call management, virtual numbers, and CRM integrations, helps businesses streamline communication, boost sales, and enhance customer experience. We are seeking a dedicated and articulate Software Support Executive to join our ambitious team and be the voice of technical support for our valued customers.

The Role

You will serve as the primary point of contact for our diverse client base, providing exceptional phone-based technical assistance from our office in Noida. Your expertise will be crucial in ensuring our customers receive immediate and effective help with their cloud communication solutions, from initial setup to advanced troubleshooting and API-related queries.

Key Responsibilities

• Provide inbound and outbound technical support to resolve software and product-related issues via phone.
• Diagnose and troubleshoot complex technical problems related to MyOperator's products, including IVR setup, call routing, virtual numbers, API integrations, and CRM connectivity.
• Conduct basic network and connectivity troubleshooting to identify root causes of call quality issues or service interruptions.
• Guide customers through product features and configurations, explaining technical concepts clearly and patiently.
• Accurately document all customer interactions, technical issues, and resolutions in the CRM system.
• Escalate complex or unresolved issues to appropriate internal teams (e.g., Engineering, Product) and follow up to ensure a timely resolution.
• Maintain a high level of product knowledge and stay updated on new features, services, and technical enhancements.
• Maintain a professional and empathetic demeanor during all customer interactions, ensuring a positive support experience.

Requirements

• Education: Bachelor's degree in any discipline.
• Experience: 1–3 years in a voice-based software support or technical support role, preferably within a SaaS, Telecom, or IT company.
• Technical Aptitude:
• Strong analytical and troubleshooting skills to diagnose issues over the phone and guide users to solutions.
• Basic understanding of cloud-based software, internet connectivity, and CRM systems.
• Familiarity with telephony platforms, VoIP, SIP protocols, or other communication technologies is a plus.
• Basic knowledge of APIs is an added advantage.
• Communication Skills: Exceptional verbal communication in English is essential. Clear articulation, active listening, and a friendly phone presence are critical. Proficiency in Hindi and other regional languages is a significant advantage.
• Customer Focus: A genuine passion for helping customers and a strong commitment to delivering excellent service on every call.
• Process Orientation: Ability to follow established procedures, document interactions accurately, and manage call queues effectively.

Why Join MyOperator?

• Fast-track career growth opportunities.
• Access to ongoing training and product certifications.
• A collaborative and supportive team culture.
• Direct impact on customer satisfaction and business success.
• 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