Customer Support Representative

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 clear technical documentation and product information to customers.