Respond promptly to customer queries via phone, email, or ticketing systems.
Accurately log and categorize hardware issues reported by clients.
Technical Troubleshooting
Diagnose and resolve problems related to desktops, laptops, workstations, servers, peripherals, and networking equipment.
Guide clients through basic troubleshooting steps and escalate complex issues to the technical team.
Remote & On-Site Support Coordination
Provide remote assistance using screen-sharing tools or coordinate on-site visits when necessary.
Liaise with field engineers and service partners to ensure timely resolution.
Hardware Replacement & Warranty Management
Assist clients with warranty claims, part replacements, and RMA processes.
Track and follow up on pending service requests and replacements.
Documentation & Reporting
Maintain detailed records of support interactions, resolutions, and client feedback.
Generate periodic reports on recurring issues and suggest preventive measures.
Client Education & Guidance
Educate clients on proper hardware usage, maintenance, and best practices.
Share product updates, firmware patches, and configuration tips when relevant.
Collaboration & Escalation
Work closely with internal teams (sales, technical, logistics) to ensure seamless support.
Escalate unresolved or critical issues to senior support engineers or product specialists.
Service Quality & Feedback
Ensure high levels of customer satisfaction through professional and empathetic communication.
Collect and relay client feedback to improve service delivery and product performance.
Job Type: Full-time
Pay: ₹23,000.00 - ₹35,000.00 per month
Education:
Bachelor's (Required)
Experience:
Recruiting: 1 year (Required)
Language:
English fluently (Required)
Work Location: In person
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