Job Description

Provide prompt and professional customer service and technical support through calls, emails, and chat (blended process). Install software and troubleshoot operating systems, hardware, internet, and home networking issues. Understand customer needs and recommend appropriate solutions. Accurately log, track, and update cases using the helpdesk ticketing system. Escalate complex technical issues to higher-level support teams when required. Prepare and process work orders and coordinate field visits when necessary. Follow up on shipments to ensure timely dispatch and delivery. Process customer returns, warranty claims, RMAs, and spare-parts orders as per procedures. Receive and verify incoming shipments and coordinate documentation with the accounts team. Ensure correct packaging as per carrier and compliance standards; suggest improvements when needed. Maintain accurate system data, records, and documentation. Review customer complaints and returns to identify root causes and implement corrective actions. Stay updated on new products, technologies, and support processes. Meet attendance requirements, including flexible shifts, weekends, and overtime as required. Consistently meet or exceed performance targets (KPI/MPS). Perform other duties as assigned.

Preferred Candidate Profile

Ability to deliver high-quality technical support with a strong customer-first approach. Skilled in handling customer interactions via calls, emails, and chat. Strong problem-solving skills to identify root causes and implement corrective actions. Experience in processing warranty services, RMAs, and spare-parts orders. Ability to manage service agents, approve service invoices, and resolve disputes. Effective coordination with internal teams on technical policies, processes, and training. Support planning and execution of technical training for customer service teams. Ensure timely, accurate, and professional handling of all customer communications. Provide clear technical documentation and product information to customers.
Job Type: Full-time

Pay: ?300,000.00 - ?630,000.00 per year

Benefits:

Health insurance Provident Fund
Ability to commute/relocate:

Kothrud, Pune, Maharashtra: Reliably commute or willing to relocate with an employer-provided relocation package (Required)
Experience:

Customer support: 1 year (Required)
Work Location: In person