- Handle and manage customer complaints, service requests, and escalations received through calls, WhatsApp, email, CRM, and partner channels.
- Act as the primary coordination point between customers, field technicians, operations, and internal technical teams until each issue is resolved.
- Understand customer issues related to AirFi products such as Wi-Fi, GPS/VLTD, DMS/ADAS, CCTV/MDVR, Auto Announcements, Alcohol Detection, and other connected mobility solutions.
- Create and assign service tickets to the appropriate field technician, ensuring transparent information about the customer, bus, device, location, and reported issue.
- Coordinate with Bus Operators to confirm bus location, availability, technician access, and suitable service timing.
- Continuously follow up with field technicians and customers to ensure service requests are completed within the defined TAT/SLA.
- Provide customers with timely updates on ticket status, technician assignment, expected resolution time, replacement requirements, and closure status.




- Handle critical customer escalations on priority and immediately escalate unresolved or recurring technical issues to Operations/Technical Management.
- Coordinate device repair or replacement wherever required and ensure the replacement/installation is properly completed and updated in the system.
- Proactively identify repeated complaints, recurring device failures, long-pending tickets, and service-quality issues and bring them to management's attention.
- Confirm resolution with the customer after technician completion and ensure tickets are closed only after proper service confirmation and documentation.
- Maintain accurate CRM records of complaints, escalations, technician visits, actions taken, device replacements, customer communication, and resolution dates.
- Maintain professional relationships with Bus Operators and ensure customers receive responsive, courteous, and transparent support.
- Prepare daily/weekly/monthly reports covering open tickets, closed tickets, ageing, SLA/TAT compliance, escalations, repeat complaints, technician performance, and customer-wise service issues.

📌 Customer Support (Hyderabad)
🏢 Sr Network Systems
📍 Hyderabad