Technical Support Associate

About the Role

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.

About MyOperator

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.

Key Responsibility Areas

• 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.

Requirements Must Have

• 01 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).

Requirements Good to Have

• 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.

This Profile Is NOT For

• 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.