We are looking for a CPaaS Support Executive to join our support team and assist customers with platform-related queries, technical issues, and day-to-day support requirements. The ideal candidate should have good communication skills, a customerfocused approach, basic technical understanding, and a willingness to learn CPaaS technologies such as SMS, WhatsApp, RCS, Voice/IVR, and Email APIs. This role is suitable for candidates with 0–2 years of experience, as well as freshers who have a strong interest in customer and technical support.

Key Responsibilities:

- Handle customer queries and provide timely and professional support through email and other support channels.
- Troubleshoot basic technical and platform-related issues and identify the appropriate resolution.
- Understand and assist with CPaaS products and services, including SMS, WhatsApp, RCS, Voice/IVR, and Email APIs.
- Develop a basic understanding of APIs, webhooks, URLs, integrations, and common troubleshooting processes.
- Coordinate with internal technical/product teams for complex issues and ensure proper escalation and follow-up.
- Maintain accurate support tickets, Excel trackers, daily reports, and customerrelated documentation.
- Communicate clearly with customers regarding issue status, resolution, and expected timelines.
- Monitor open issues and ensure timely follow-up until closure.
- Identify recurring issues and share relevant feedback with the concerned teams.
- Learn and adapt to new CPaaS platforms, tools, products, and technologies.
- Work effectively under pressure while maintaining accuracy and service quality.
- Follow standard support processes, documentation practices, and escalation procedures.

Eligibility & Requirements:

- Education: Graduate in any stream preferred.




- Experience: 0–2 years of experience in customer support, technical support, IT, SaaS, or telecom. Freshers can also apply.
- Computer Skills: Basic to moderate knowledge of MS Word, Excel, PowerPoint, email, PDF, and internet/browser usage.
- Email Writing: Ability to write clear, qualified, and customer-friendly support emails. Communication: Good written and verbal communication skills.
- CPaaS Awareness: Basic understanding of, or willingness to learn, SMS, WhatsApp, RCS, Voice/IVR, and Email APIs.
- Technical Skills: Basic knowledge of APIs, webhooks, URLs, and troubleshooting will be an advantage.
- Customer Handling: Good problem-solving ability, patience, follow-up skills, and understanding of escalation processes.
- Documentation: Ability to maintain Excel trackers, support tickets, daily reports, and other support documentation.
- Learning Ability: Willingness to learn new platforms, tools, products, and CPaaS technologies.
- Work Approach: Detail-oriented, proactive, responsible, and capable of working under pressure.

Preferred Skills:

- Customer Support / Technical Support
- SaaS or Telecom Support
- CPaaS / Communication APIs
- API & Webhook Basics
- Troubleshooting
- Email Communication
- MS Excel & Documentation
- Ticket Management
- Customer Relationship Management
- Problem Solving & Escalation Handling

What We’re Looking For We are looking for someone who is customer-focused, patient, technically curious, and eager to learn. A candidate who can communicate effectively, follow up consistently, document issues accurately, and gradually build expertise in CPaaS technologies will be a strong fit for this role. Experience Level 0–2 Years | Freshers Welcome

Benefits

- Provident Fund

Work Location: In person

📌 CPaaS Support Executive (Kolkata)
🏢 Turain Software
📍 Kolkata