Job Description

Job Title - Support Executive

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Role Overview:

We are looking for a technically strong Support Installation Engineer who will primarily work from the office (90% office-based) and provide remote assistance, troubleshooting, and installation support to field teams and customers. The role requires excellent problem-solving skills, the ability to guide technicians over calls, and clear communication in Hindi. Occasional site visits may be required for critical cases.

Key Responsibilities

1.Remote Technical Support

Provide step-by-step installation and troubleshooting guidance to field engineers and clients over phone calls, video calls, or remote tools. Diagnose issues related to hardware, connectivity, configuration, and system performance without visiting the site. Resolve most cases remotely and minimize the need for physical visits. Maintain high-quality customer communication in Hindi for clarity and ease of understanding.

2. Installation Assistance

Explain installation procedures, wiring details, mounting requirements, and configuration steps to on-site teams. Prepare and update technical guides, checklists, and support documentation. Maintain accurate logs of all calls, issues, and resolutions in the support system.

3. Customer Handling & Communication

Communicate with clients in Hindi naturally and professionally to ensure smooth support delivery. Provide clear instructions, reassurance, and timely updates to customers. Maintain a customer-centric and service-oriented approach at all times.

Required Skills

Native or natural Hindi communication (mandatory).

Strong understanding of installation processes, hardware setup, wiring basics, and system configuration. Good analytical and troubleshooting skills over calls. Ability to interpret wiring diagrams, manuals, and installation documents. Strong patience, clarity, and confidence while guiding field staff remotely. *

Basic computer/software knowledge and ability to work with CRMs/support ticketing tools.