CPaaS Support Executive

Turain Software; Kolkata District; On-site; INR 180,000 - 240,000; Full time

Job summary

Turain Software is seeking a CPaaS Support Executive to assist customers with platform-related queries, technical issues, and day-to-day support. The role emphasizes strong communication, a customer-focused approach, and a willingness to learn CPaaS technologies such as SMS, WhatsApp, RCS, Voice/IVR, and Email APIs.

The ideal candidate has 0–2 years of experience or is a fresher with a strong interest in customer and technical support, and shows basic technical understanding.

Qualifications

• Graduate in any stream preferred.
• 0–2 years of experience in customer or technical support, SaaS, IT, or telecom.
• Basic to moderate knowledge of MS Word, Excel, PowerPoint, email, PDF, and internet usage.
• Ability to write clear, professional support emails.
• Good written and verbal communication skills.
• Willingness to learn CPaaS technologies and APIs.

Responsibilities

• Handle customer queries and provide timely support via email and other channels.
• Troubleshoot basic technical and platform issues and resolve or escalate as needed.
• Assist with CPaaS products and services (SMS, WhatsApp, RCS, Voice/IVR, Email APIs).
• Develop a basic understanding of APIs, webhooks, URLs, integrations, and troubleshooting basics.
• Coordinate with internal teams for complex issues and ensure proper escalation.
• Maintain accurate support tickets, Excel trackers, and daily reports.

Skills

Communication

MS Excel

Email Writing

Technical curiosity

Customer handling

Documentation

Learning ability

Education

Graduate degree

Tools

MS Word

PowerPoint

PDF

Web browser

Job description

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, professional, 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.