We are looking for a Technical & Customer Support Executive to provide customer service and technical assistance for hardware, software, operating systems, internet, and networking-related issues. The role will also involve troubleshooting, helpdesk
Roles & Responsibilities
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.
Desired Candidate Profile
Deliver best-in-class technical support with a focus on customer satisfaction, consumer trends, and continuous improvement.
Respond to technical queries from customers and identify root causes with appropriate corrective actions.
Process warranty, RMA, and spare-parts orders efficiently and accurately.
Manage warranty service jobs, including scheduling labour and dispatching materials.
Build and maintain strong relationships with service agents; authorize service invoices and resolve disputes.
Liaise closely with internal departments on technical policies, processes, and product training.
Assist in planning and organizing technical training requirements for customer service teams.
Ensure all incoming technical calls and emails are handled promptly and professionally.
Provide technical literature, product information, and documentation to customers as needed.
