Technical Support Executive

Technical Support Executive
Location: Faridabad, Haryana
Employment Type: Full-time
Experience: 1–3 years
Industry: CPaaS | Cloud Communications | SaaS | Gen-AI
About Wocom365
At Wocom365, we provide cloud communication and AI-powered customer engagement solutions that help businesses streamline and automate customer interactions.
Our solutions include SMS, WhatsApp, RCS, Voice, Cloud Contact Center and Gen-AI Chatbots & Voicebots.
About the Role
We are looking for a technically sound and customer-focused Technical Support professional to join our team.
The candidate will be responsible for providing technical assistance to customers, troubleshooting product-related issues, understanding customer requirements and ensuring timely resolution of technical queries.
Strong knowledge of Wocom365's products is mandatory for this role. The candidate should have a clear understanding of our products, including SMS, WhatsApp, RCS, Voice and other cloud communication solutions, and be able to guide customers in using and troubleshooting them.
Key Responsibilities
* Provide technical support to customers through calls, email and other support channels.
* Understand, troubleshoot and resolve technical issues related to Wocom365's products and solutions.
* Develop a strong working knowledge of Wocom365's product portfolio.
* Assist customers with product configuration, setup and usage.
* Diagnose issues and coordinate with internal technical and development teams when required.
* Monitor and follow up on open support tickets to ensure timely resolution.
* Understand customer requirements and provide appropriate technical solutions.
* Assist customers with APIs, integrations and product-related technical queries.
* Document technical issues, resolutions and recurring problems.
* Maintain clear communication with customers throughout the troubleshooting process.
* Escalate complex issues to the relevant internal teams when required.
* Help improve support processes and maintain technical documentation.
Requirements
* 1–3 years of experience in Technical Support, Product Support, SaaS Support or a similar role.
* Mandatory: Strong knowledge of Wocom365's products and solutions.
* Basic understanding of SaaS and cloud-based technologies.
* Understanding of APIs, integrations and troubleshooting is an added advantage.
* Knowledge of CPaaS, Cloud Contact Centers, Messaging, Voice or WhatsApp solutions is an added advantage.
* Strong problem-solving and analytical skills.
* Good verbal and written communication skills.
* Ability to understand technical issues and explain solutions clearly to customers.
* Customer-focused approach with strong attention to detail.
* Ability to work independently as well as coordinate with cross-functional teams.
What We Offer
* Competitive salary.
* Opportunity to work with CPaaS, SaaS and Gen-AI communication technologies.
* Exposure to real-world enterprise communication solutions.
* High-growth work environment with opportunities for learning and career progression.
Important
Candidates applying for this role must have a strong working knowledge of Wocom365's products. Product knowledge will be an important requirement for this position.
We are also conducting walk-in interviews for this position.
Walk-in Interview Location:
RPS, 12th Avenue, Tower-5, 0409, 4th Floor
How to Apply
Interested candidates can apply directly through LinkedIn or contact:
Email: aaryan@wocomtech.in

Work arrangement
No