NOIDA · FULLTIME
Customer Support Representative
Voicetree Technologies private limited
Noida · onsite · Posted 51d ago
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Undisclosed0–2 yrsfulltimeNoida
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Section · 01
About this role
Job_Description":"
Role Overview
Most support roles focus on responding to customers. This role goes a step further.
As a Senior Customer Support Executive at MyOperator, you will own complex customer issues, resolve escalations from Tier 1 support, and help improve the overall effectiveness of the support function.
You will work closely with Customer Support Executives, Product, Engineering, and Onboarding teams to ensure customers receive fast, accurate, and complete resolutions.
Beyond solving individual problems, you will identify recurring patterns, drive root cause analysis, contribute to process improvements, and help reduce future ticket volume through better systems, documentation, and knowledge sharing.
This is a high-ownership Individual Contributor role for professionals who enjoy solving difficult problems, improving processes, and raising the quality of customer support at scale.
About MyOperator
MyOperator is a Business AI Operator platform that allows businesses, teams, and AI Agents to work in tandem for customer operations handling Sales, Support, Escalation, Feedback, and Refund processes. With 12,000+ businesses using our platform, we are the largest in the space.
We value ownership, speed, critical thinking, and a bias for building systems that create real customer and business outcomes. This is a high-expectation, high-learning environment where individuals are trusted to think independently, challenge ideas, and raise the bar consistently.
Key Responsibility Areas
Escalation Resolution: Own the Toughest Problems
- Handle escalated customer issues from Tier 1 support.
- Resolve high-impact, business-critical, and technically complex cases.
- Coordinate across Product, Engineering, and Operations teams to drive closure.
- Maintain ownership until complete resolution and customer satisfaction.
Root Cause Analysis: Fix Problems Permanently
- Investigate recurring issues and identify underlying root causes.
- Go beyond symptom-based troubleshooting.
- Recommend corrective and preventive actions.
- Drive initiatives that reduce future ticket volumes and escalations.
Technical Troubleshooting: Diagnose Deeply
- Analyze customer-reported issues across platform workflows and integrations.
- Troubleshoot product configurations, workflows, and system behaviors.
- Assist Tier 1 teams in resolving complex customer scenarios.
- Build expertise across MyOperator products and solutions.
Support Excellence: Raise the Bar
- Act as a Subject Matter Expert (SME) for assigned product areas.
- Guide Tier 1 executives on complex issue resolution.
- Share best practices and troubleshooting approaches.
- Improve overall resolution quality and customer experience.
SLA & Queue Management
- Ensure escalated tickets meet defined SLAs.
- Prioritize cases based on business impact and urgency.
- Prevent backlog accumulation in escalation queues.
- Maintain strong responsiveness during critical customer situations.
Documentation & Knowledge Management
- Create and maintain troubleshooting guides and knowledge articles.
- Ensure ticket documentation is complete and actionable.
- Improve internal processes through better documentation.
- Contribute to self-service resources and support playbooks.
Product & Process Feedback Loop
- Identify recurring customer pain points and product gaps.
- Partner with Product and Engineering teams to improve customer experience.
- Highlight opportunities for automation and process improvement.
- Contribute ideas that improve support scalability and efficiency.
Requirements Must Have
- 47 years of experience in Customer Support, Technical Support, Customer Success, or related functions.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication.
- Experience handling escalations and complex customer issues.
- Ability to work cross-functionally with Product and Engineering teams.
- Strong ownership mindset and attention to detail.
- Experience working in SLA-driven support environments.
- Ability to prioritize effectively under pressure.
Requirements Good to Have
- Experience in SaaS, Telecom, CPaaS, or Technology companies.
- Familiarity with Freshdesk, Zoho Desk, Zendesk, or similar ticketing platforms.
- Exposure to APIs, integrations, and workflow troubleshooting.
- Experience creating SOPs, knowledge bases, or troubleshooting documentation.
- Understanding of AI-powered customer support tools and automation.
This Profile Is Not For
- Candidates looking for purely transactional ticket handling roles.
- Professionals uncomfortable owning complex customer problems.
- Candidates who rely solely on scripted responses.
- Profiles unwilling to collaborate across teams for issue resolution.
- Individuals looking for a people-management role at this stage.
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- Candidates looking for purely transactional ticket handling roles.
- Experience in SaaS, Telecom, CPaaS, or Technology companies.
- 47 years of experience in Customer Support, Technical Support, Customer Success, or related functions.
- Identify recurring customer pain points and product gaps.
- Create and maintain troubleshooting guides and knowledge articles.
- Ensure escalated tickets meet defined SLAs.
- Act as a Subject Matter Expert (SME) for assigned product areas.
- Analyze customer-reported issues across platform workflows and integrations.
- Investigate recurring issues and identify underlying root causes.
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.
Sourced from naukri
Section · 02
Skills
AutomationIssue ResolutionTechnical SupportProduct EngineeringRoot Cause AnalysisProcess ImprovementworkflowSenior Customer Support ExecutiveticketingTelecom
Section · Company
About Voicetree Technologies
Voicetree Technologies private limited
Telecom
205
employees
2013
13 years old
New Delhi, Delhi
India
₹7L PA avg
Avg at Voicetree Technologies
About
MyOperator was launched in 2013 with a vision of empowering businesses of all sizes to handle their customers calls with ease and automation.MyOperator envisions a world where each business recognises the need to optimize their customer's on-call experience and create exponential growth curves. The product is based on the technology of cloud telephony which helps businesses and their team bring advancement and automation to their call handling process.Along with an enthusiastic approach to make business call management effective and manageable, our team also strives to find ways to bring in more advanced features which would help businesses take their customer communication one notch up.So far, we have able to win the trust of over 6000 clients and are hoping to grow exponentially in the coming time. What MyOperator offers: Advanced call management solution comprising features like:- Virtual and tollfree phone numbers- Call Recording- Professional IVR - Call tracking & reporting, and more...
Industries
Telecom
Employee ratings
10 reviews
2.5/ 5
Culture
2.9
Career growth
2.3
Work-life
2.8
Employees rate it well for
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