Technical Support Specialist (CPaaS)

As a Technical Support Specialist, your primary responsibility will be to provide support to both internal and external customers, ensuring adherence to set SLA parameters. You will be responsible for troubleshooting technical issues, conducting online testing, and providing solutions to clients/customers. Facilitating calls with customers to address their concerns and ensure timely resolution will also be a key part of your role. Your duties will include performing initial troubleshooting, conducting analysis, and testing service flows to effectively resolve customer concerns. Collaboration and coordination with backend teams will be essential in identifying and resolving customer issues. It will be important to capture and document all queries and concerns using ticketing tools, email, or calls. In addition, you will be expected to respond to customers through various communication channels promptly, providing updates and notifications as necessary. Sharing periodic updates and feedback with stakeholders, maintaining trackers, and generating reports will also be part of your responsibilities. Ensuring 100% adherence to team and organizational processes, effective time management, ticket management, customer response and engagement, cross-functional communication, and compliance with SOPs are critical aspects of this role.,