Dgasskyworld SMS Technology Pvt.Ltd
Website:
dgasskyworld.com
Job details:
Job Description – Tech Support Executive (CPaaS, WABA & RCS)
Position: Tech Support Executive – CPaaS
Location: Work From Office (WFO)
Working Days: 6 Days Working
Department: Technical Support / Operations
Experience: 1–3 Years Preferred
About the Role
We are looking for a proactive and technically skilled Tech Support Executive with experience in CPaaS solutions, including WhatsApp Business API (WABA) and Rich Communication Services (RCS). The candidate will be responsible for handling client support, troubleshooting messaging platform issues, coordinating with internal technical teams, and ensuring smooth communication services for clients.
Key Responsibilities
- Provide technical support for CPaaS platforms and communication solutions.
- Handle client queries related to SMS, Voice, OTP, Email, and messaging APIs.
- Manage and support integrations related to WABA (WhatsApp Business API).
- Assist clients with RCS messaging setup, troubleshooting, and campaign support.
- Monitor message delivery reports, API performance, and routing issues.
- Coordinate with telecom operators, vendors, and internal teams for issue resolution.
- Troubleshoot API, webhook, authentication, and delivery-related problems.
- Maintain support tickets and ensure timely resolution as per SLA.
- Guide clients regarding onboarding, verification, and approval processes for WABA.
- Support configuration and testing of messaging services.
- Prepare technical reports, escalation summaries, and client updates.
- Ensure high customer satisfaction through prompt communication and resolution.
Required Skills
- Good understanding of CPaaS platforms and messaging solutions.
- Knowledge of WABA (WhatsApp Business API) onboarding and support.
- Understanding of RCS messaging workflows and troubleshooting.
- Familiarity with SMS gateways, DLT processes, and messaging protocols.
- Strong communication and problem-solving skills.
- Ability to manage multiple client issues simultaneously.
- Basic knowledge of Excel and ticketing tools.
Preferred Qualifications
- Bachelor’s degree in Computer Science, IT, or related field.
- Experience in telecom, SaaS, or messaging industry preferred.
- Knowledge of CRM or support tools is an advantage.
Working Conditions
- 6 Days Working
- Work From Office (WFO)
- Rotational support if required
Click on Apply to know more.