Technical Support Executive
Nextel Advertising Pvt. Ltd
Job description
About Nextel.io
Nextel.io is an early-stage SaaS platform redefining how businesses communicate with their customers. Built on top of the WhatsApp Business API, Facebook and Instagram APIs, we empower companies to automate engagement, scale conversations, and convert leads with AI-powered chatflows and messaging tools.
As a growing product company serving 300+ SMBs and enterprise clients, we’re looking for a Tech Support Executive who can help our customers succeed by providing fast, reliable, and empathetic technical assistance.
This is a high-impact role where you will interact with businesses across industries and help them troubleshoot integrations, workflows, automations, and platform configurations. You’ll work closely with Product, Engineering, Customer Success, and Sales to ensure our customers get the best out of Nextel.io.
Role Overview
As a Tech Support Executive, you will be the first line of defense for addressing technical issues, resolving product queries, and ensuring smooth functioning of client setups. This role demands strong problem-solving abilities, product understanding, patience, and a customer-first mindset.
You will play a critical role in ensuring clients adopt and successfully run their WhatsApp automation, AI chatflows, integrations, and workflows using our platform.
Responsibilities & DutiesTechnical Issue Handling
- Diagnose, troubleshoot, and resolve product-related or integration-related technical issues.
- Provide real-time support for issues related to WhatsApp API onboarding, template approvals, chatbot workflows, broadcast issues, AI responses, and automation triggers.
- Escalate complex issues to engineering or product teams with detailed logs and reproduction steps.
Product Support & Guidance
- Educate customers on Nextel.io features including chatflows, automations, broadcasting, inbox, integrations, and AI agents.
- Help clients set up integrations with CRMs, lead-gen platforms, e-commerce tools, and APIs.
- Assist customers in optimizing workflows, improving performance, and setting best practices.
Platform Monitoring & Quality
- Monitor client usage, technical logs, and error alerts to identify issues proactively.
- Work with internal teams to ensure system uptime, SLA adherence, and incident resolution.
- Document recurring issues and contribute to internal knowledge bases.
Collaboration & Internal Support
- Work closely with Customer Success Managers to ensure client onboarding and retention success.
- Collaborate with Product and Engineering to report bugs, user issues, and feature improvement suggestions.
- Provide actionable insights based on customer feedback and recurring patterns.
Customer Communication & Documentation
- Deliver clear, concise, and timely updates to customers regarding issues and resolutions.
- Maintain detailed support tickets, steps taken, and outcomes in our support tools.
- Participate in creating help articles, video tutorials, and onboarding guides.
Job Type: Full-time
Pay: ₹18,650.38 - ₹35,242.92 per month
Benefits:
- Cell phone reimbursement
- Internet reimbursement
- Paid sick time
- Paid time off
Work Location: In person