Tech Support Associate

This role sits at the intersection of technical support and AI-enabled operations at MyOperator. As a Support Associate, you will manage end-to-end activation workflows for cloud telephony products (WABA, Truecaller, SMS, and OBD), resolve L1 support tickets using AI-powered tools and Zoho Desk, and ensure SLA compliance across activation and support queues. You will work closely with automation systems — not just use them passively, but actively monitor their outputs and flag issues that need human judgment.

This is a great entry point for someone who wants to build a career in technical operations at a product company operating at scale. You will work with 12,000+ business accounts, handling real-world support and compliance challenges, while gaining hands-on exposure to AI-driven workflows, cloud telephony infrastructure, and enterprise-grade SLA systems.

MyOperator is a Business AI Operator platform that allows businesses, teams, and AI Agents to work in tandem for customer operations, i.e., handle Sales, Support, Escalation, Feedback, and Refund processes. With over 12,000+ businesses using our platform, we are the largest in the space.

MyOperator is built for people who want to work on ambitious problems at a meaningful scale. We value ownership, speed, critical thinking, and a bias for building things that create real customer and business outcomes. This is a high-expectation, high-learning environment where people are trusted to think independently, challenge ideas openly, move with urgency, and keep raising the bar as we build for long-term impact.

• Execute activation and renewal workflows for WABA, Truecaller, SMS, and OBD panels using automation-assisted dashboards, ensuring all activations are completed within the defined TAT (target: 2 business days).

• Resolve incoming L1 support tickets via Zoho Desk using AI-powered suggestions; categorize and prioritize tickets using smart classification, and escalate to L2 with documented rationale when the issue is beyond L1 scope.

• Conduct KYC and onboarding verification checks using AI-assisted tools; identify discrepancies through anomaly detection and coordinate corrections with internal teams or clients within SLA.

• Perform daily compliance audits using automated monitoring scripts; ensure zero deviations from regulatory and internal compliance protocols and flag exceptions to the team lead same-day.

• Track personal SLA adherence and quality metrics via performance dashboards; surface process gaps to the team lead with data-backed observations for continuous improvement.

• Maintain accurate and complete documentation for all tickets, activations, and escalations within Zoho Desk and CRM — no missing fields, no pending updates at end of shift.

  
  
  

• 0–1 year of experience in L1 technical support, operations, or customer service in a SaaS or tech product company (freshers with a relevant internship of 3+ months are also considered).

• Demonstrable working knowledge of Zoho Desk or any CRM/ticketing tool — ability to independently log, update, categorize, and close tickets without guidance.

• Familiarity with at least one cloud telephony or messaging product: WABA, SMS, IVR, OBD, or similar — can describe the activation or support workflow for that product.

• Educational qualification: BTech (CS/IT/AI), BCA, or MCA.

• Demonstrated ability to work within SLA-bound environments — has met daily or weekly targets in a previous role or internship, with evidence (e.g., performance scores, targets met in previous role).

  
  

• Prior exposure to automation tools, RPA workflows, or AI-assisted ticketing platforms (e.g., Freshdesk, Zendesk with AI add-ons, or similar).

• Familiarity with TRAI or UCC compliance requirements for telecom or messaging products.

• Basic understanding of API or webhook workflows — can read a simple API response and identify success/failure states.

• Experience monitoring performance dashboards (Google Sheets, Tableau, or Looker) to track personal output metrics.

• Prior experience handling 30+ tickets per day in a B2B SaaS support environment.

  
  

• Candidates looking for a software development or coding role — this is an operations and support function with no development responsibilities.

• Candidates who require a remote or hybrid arrangement — this role requires full-time in-office presence in Delhi/NCR for daily operational coordination.

• Candidates who are uncomfortable with hard daily targets and SLA obligations — this role has strict measurable output requirements from day one.