Customer Service Executive

Role Overview

The Customer Service Associate will play a pivotal role in monitoring and managing AV systems. This position is ideal for individuals with a non-technical academic background (e.g., BCom, BA) who have a strong inclination toward technology and are eager to learn. The Customer Service Associate will ensure the smooth functioning of systems by troubleshooting issues, coordinating resolutions, and maintaining communication with stakeholders.

Key Responsibilities

• System Monitoring & Troubleshooting

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• Monitor AV systems in real-time using NOC dashboards to identify performance issues.
• Diagnose basic technical problems and escalate complex issues to technical teams.
• Maintain accurate logs of incidents and troubleshooting steps.

• Coordination & Communication

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• Act as the primary point of contact for clients reporting system issues.
• Collaborate with internal technical teams and external vendors to resolve problems efficiently.
• Provide regular updates to clients on issue resolution progress.

• Documentation & Reporting

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• Create detailed reports on system performance, downtime, and issue resolution timelines.
• Document standard operating procedures (SOPs) for recurring tasks and troubleshooting processes.

• Continuous Improvement

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• Identify patterns in system issues and recommend preventive measures.
• Stay updated on advancements in AV technology to enhance support capabilities.

Qualifications

• A bachelors degree in any field (e.g., BCom, BA) with a demonstrated interest in technology.
• Strong problem-solving skills and the ability to learn technical concepts quickly.
• Excellent verbal and written communication skills.
• Basic familiarity with Microsoft Office tools; knowledge of ticketing systems is a plus.
• Ability to work in shifts to ensure 24/7 NOC coverage.

Preferred Skills

• Exposure to AV or IT systems is an advantage but not mandatory.
• Strong organizational skills with attention to detail.
• Customer service experience is a plus.