Technical Support Specialist (CPaaS)

As a Technical Support Specialist, your role involves providing support to internal and external customers in adherence to set SLA parameters. You will be responsible for troubleshooting technical issues, conducting online testing, and offering solutions to clients and customers. Your key responsibilities include: - Facilitating calls with customers to explain and address technical issues raised to the support team. - Performing initial troubleshooting, conducting analysis, and testing service flows to resolve customer concerns. - Collaborating and coordinating with backend teams to identify and resolve customer issues. - Capturing and documenting all queries and concerns through ticketing tools, emails, and calls. - Responding to customers via various communication channels in a timely manner and providing updates and notifications. - Sharing periodic updates and feedback regularly with stakeholders. - Maintaining trackers and publishing reports to all stakeholders. - Ensuring 100% adherence to team and organizational processes. - Managing time effectively. - Handling ticket management efficiently. - Engaging with customers promptly. - Communicating and coordinating effectively across different functions. - Ensuring compliance with standard operating procedures. If there are any additional details about the company in the job description, please provide that information to include it in the final output.,