Role & 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).

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.
- 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 explicit technical documentation and product information to customers.

📌 Customer Support Representative (Pune)
🏢 Seydeltech
📍 Pune