Team Member- Cloud Communications (CPaaS) at Tata Teleservices Ltd

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.