Job Description
3.1 Team Member- Cloud Communications -CPaas
Job Type: Full-time
Grade - A
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.
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
