Customer Technical Service & Analytics Executive

About Aiwati Solutions Pvt Ltd

Aiwati Solutions is a SaaS CPaaS platform providing WhatsApp Business API, Google RCS, Bulk SMS, and Omnichannel CRM solutions to SMEs and enterprises. Our mission is to simplify customer communication with secure and scalable technology.

Role Overview

We are looking for a Customer Technical Service & Analytics Executive to provide technical support to clients, resolve issues efficiently, and analyze usage data to ensure smooth operations. The role requires both technical problem-solving skills and customer communication ability in English.

Key Responsibilities

• Provide L1/L2 technical support for SaaS/CPaaS products (WhatsApp Business API, Bulk SMS, RCS).
• Handle customer queries via email, chat, and calls in professional English.
• Troubleshoot issues related to onboarding, APIs, message delivery, dashboards, and integrations.
• Work with the technical team to escalate and resolve complex issues.
• Prepare weekly and monthly analytics reports on customer usage, campaigns, and KPIs.
• Assist customers with account setup, configuration, and training.
• Document FAQs, guides, and maintain knowledge base for recurring issues.
• Ensure high customer satisfaction and SLAs are met.

Skills & Qualifications

• Bachelor’s degree in IT/Computer Science/Engineering or related field.
• Minimum 2 years of experience in customer support, technical service, or SaaS analytics.
• Strong communication skills in English (spoken & written).
• Knowledge of APIs, SaaS platforms, CRM tools, and cloud services.
• Ability to analyze technical data and generate insights/reports.
• Proficiency in Excel/Google Sheets, reporting dashboards, and ticketing tools.
• Problem-solving attitude with customer-first approach.

What We Offer

• Salary: ₹15,000 – ₹20,000 per month (based on experience).
• Growth opportunities in SaaS & CPaaS technology sector.
• Exposure to large enterprise clients & global platforms.
• Dynamic and collaborative startup work culture.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: Remote