Technical Support Specialist (CPaaS)

Job Description

Provide support to internal / external customers while adhering to the set SLA parameters. Responsible for providing technical support (troubleshoot, online testing, problem solutions) to clients / customers. Facilitate calls with customers to explain / resolve / address the issues raised to technical support team. Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns. Collaborate / coordinate with backend teams in identifying/ resolving customer issues. Capture and document all queries / concerns via the ticketing tool / email / calls. Responding to customers via various communication channels and to provide timely revert / updates / notifications. Share periodic updates and feedbacks on regular basis. Maintain regular tracker(s) and publish reports to all stakeholders. Ensure 100% adherence to team sand organizational processes. Time Management. Ticket management. Customer response and engagement. Cross-functional communication and coordination. Compliance and SOPs. Show more Show less