Job Summary

The Support Executive is responsible for handling customer queries, coordinating issue resolution, maintaining service records, and ensuring smooth day-to-day support operations. The role primarily focuses on communication, coordination, and process management. The support Executive serves as a key liaison between customers, internal teams, and management to ensure timely response and resolution of requests.

The position also involves tracking service tickets, ensuring adherence to SLAs, preparing reports, and maintaining documentation to support overall operational efficiency.

Key Responsibilities
Act as the single point of contact (SPOC) for all non-technical customer and internal staff queries.
Ensure timely response and resolution of requests in line with defined SLAs.
Log, categorize, and track all incoming service requests, ensuring proper documentation and closure.
Handle Sapphire Call Logging process and follow up on all calls until closure.
Manage OEM call login process (RAM & TAC coordination) and ensure timely escalation/resolution.
Oversee faulty pickup and swapping process,



coordinating with logistics and vendors as required.
Coordinate with engineers, vendors, and other stakeholders for issue resolution and status updates.
Follow up on pending requests and escalate unresolved issues to the concerned authority.
Maintain accurate service records, reports, and communication logs.
Prepare and share daily, weekly, or monthly reports to monitor query trends and service performance.
Coordinate with engineers, vendors, and customers for PM (Preventive Maintenance) activities.
Collect and track CSAT (Customer Satisfaction) feedback ratings to measure service quality.

Required Skills

Job Requirements
Solid customer service and stakeholder management skills.
Excellent verbal and written communication.
Experience in service desk coordination and ticket management.
Knowledge of SLA management and escalation procedures.
Proficiency in MS Excel, reporting, and documentation.
Ability to multitask and manage multiple stakeholders effectively.
Solid follow-up and problem-resolution skills.

📌 Service Desk Bengaluru
🏢 SHI Solutions India
📍 Bengaluru