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Veblika
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Technical Support Executive - Voice / Blended

Technical Support Executive - Voice / Blended

Veblika

0 - 31 years

1 - 2 Lacs

sector 18 noida

Posted:1 week ago| Platform: Apna logo

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Skills Required

support saas api onboarding engineering troubleshooting chat webhooks postman testing reports verification configuration automation crm data notifications documentation report collaboration retention training messaging compliance security

Work Mode

On-site

Job Type

Full Time

Job Description

We are seeking a Technical Support Specialist to join our WhatsApp SaaS team. In this role, you will support customers using our WhatsApp Business API platform, troubleshoot technical issues, and ensure a smooth onboarding and product experience. You will work closely with engineering, product, and customer success teams to deliver high-quality technical support and help customers succeed on our platform. 🔧 Responsibilities Technical Support & Troubleshooting Provide Level 1–Level 2 technical support via chat, email, and calls. Troubleshoot issues related to WhatsApp Business API, Cloud API setup, webhooks, message delivery, and integrations. Investigate technical problems using logs, Postman, API testing, browser console, and internal tools. Escalate complex issues to engineering teams with detailed reports. Customer Onboarding & Setup Assist customers with WhatsApp Business Verification, phone number registration, and Cloud API configuration. Guide clients through the setup of templates, chatbots, automation workflows, and CRM integrations. Support users in importing data, configuring notifications, and optimizing settings. Documentation & Product Feedback Create and update help articles, FAQs, onboarding guides, and troubleshooting documentation. Report recurring issues and share customer insights with the product team. Suggest improvements to enhance customer experience and reduce support tickets. Customer Success Collaboration Work with the Customer Success team to ensure client activation and retention. Provide training sessions or walkthroughs for new customers when necessary. Ensure customers understand best practices for WhatsApp messaging and compliance.

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Technical Support Executive - Voice / Blended