Job Description

Position:

Product Support Executive

Department:

Technical Support

Location:

Okhla Phase- 1 (On-site)

Working days

- a rotational work shift - 9 hour shifts, 6 days a week

Role Overview

The Product Support Executive is responsible for managing the end-to-end servicing process of customer devices, including preparation of quotations/estimates, coordinating dispatch and receipt of products, customer updates, and smooth service workflow management.

Key Responsibilities

1. Estimates, Quotations & Service Documentation

Prepare accurate service estimates and quotations

based on inspection findings or customer requirements. Share quotations with customers and obtain approval before repair. Maintain records of all quotations, approvals, and job cards. Ensure pricing and service charges follow company policies.

2. Device Dispatch & Receiving

Coordinate

dispatch and receipt of customer devices

for servicing. Log incoming devices with proper documentation and condition check. Ensure properly labeled, safe, and timely dispatch of serviced devices. Track courier/shipment status and update the system accordingly.

3. Customer Coordination

Serve as the

main point of contact

for customers regarding service status. Provide timely updates on repair progress, quotation approval, or delays. Handle customer queries related to service, warranty, or delivery. Ensure a positive customer experience through clear and proactive communication.

4. Service Workflow Monitoring

Coordinate with the internal

service technicians/repair team

for timely completion of work. Follow up on pending services, parts availability, and escalations. Assist in documenting common issues and service trends.

5. Reporting & Administration

Maintain daily service logs, quotation history, and communication records. Update CRM/service software regularly. Prepare weekly or monthly reports on devices received, dispatched, quotations, and completed services.

Required Skills & Qualifications

Bachelor's degree preferred. 1-3 years of experience in product support, service coordination, or customer service. Strong communication and customer-handling skills. Basic technical understanding of products/devices (training will be provided). Proficiency with MS Office, Excel, and CRM tools. Good organizational and multitasking skills.
Job Types: Full-time, Permanent

Benefits:

Food provided Health insurance Paid sick time Paid time off Provident Fund
Education:

Bachelor's (Preferred)
Experience:

Support Specialist: 1 year (Preferred)
Work Location: In person