Team Member- Cloud Communications (CPaaS)

3.1 Team Member- Cloud Communications -CPaas

Job Type: Full-time

Grade - A

Job Summary:

As a Omni Channel Support Member, you will be responsible for providing technical support and troubleshooting assistance to customers using our Communication APIs and platforms. You will diagnose issues, offer solutions, and collaborate with internal teams to ensure seamless integration and usage of our CPaaS solutions.

Key Responsibilities:

• Understand the product deliverable and participate impactfully during product download and the POC stage 


• To self train on the platform capabilities with various use cases to handle the L1 queries efficiently


• Act as the first point of contact for customers seeking technical assistance via email, chat, or phone.


• Troubleshoot API-related issues, messaging failures, call routing problems, and platform errors.


• Guide customers in integrating CPaaS solutions with their applications using RESTful APIs, Webhooks, and SDKs.


• Work closely with product and engineering teams to escalate and resolve complex technical issues.


• Document common issues and contribute to the internal knowledge base.

• Requirements:


• Degree/Diploma in Engineering/MCA from a recognized University


• 2-3 years of experience in technical support/CPaaS, SaaS, or telecom solutions, with at least 1 year in CPaaS products


• Certification in any CPaaS product would be preferred if not mandatory


• Experience working in a customer support environment is highly preferred.


• Ability to troubleshoot APIs, webhooks, authentication issues, and communication protocols (SMS, Voice, WhatsApp, etc.) is an added advantage.


• Familiarity with ticketing and CRM tools (Zoho, Jira, Salesforce, ServiceNow etc.,).


• Strong leadership, stakeholder management, and problem-solving skills.


• Passion to serve customers


• Ability to work in a fast-paced, high-volume environment while maintaining quality standards.