Job Description

Roles & Responsibilities

Coordinate and assign service requests to hardware support engineers based on priority and location. Attend customer calls and log complaints accurately into the CRM/system. Ensure all service calls are acknowledged within the defined response time. Track the status of each service request until closure and maintain follow-up communication with customers. Allocate on-site visits to engineers and ensure timely dispatch of service personnel. Maintain spare parts stock information and ensure availability for service calls. Verify and record hardware serial numbers, service reports, and warranty details. Ensure proper documentation of service work, including service reports and customer acknowledgment. Escalate repeated issues or unresolved complaints to the senior technical team or management. Communicate estimated resolution time to customers and ensure service transparency. Prepare and submit daily/weekly service status reports to the management. Coordinate with the purchase/stock department if replacement materials or spare parts are required. Ensure engineers update job status after each call with proper remarks. Maintain customer satisfaction records and collect feedback post-service. Ensure follow-up on pending and unresolved service calls and update the CRM regularly. Keep records of travel expenses, service logs, and ensure timely submission by engineers.
Qualification: Degree/Diploma (preferably in IT domain)

Experience-Freshers

Immediate joiners based in Ernakulam need only apply.

Job Types: Full-time, Permanent

Benefits:

Health insurance Provident Fund
Work Location: In person