Deputy Manager-Customer Service(Technical)

Job Title:Customer Service(Technical)

Qualification Required:B.Tech

Key Responsibilities:

1. Manage latest software & hardware repair tools at service centers

2. Ensure the technical maintenance standard adherence at service centers

3. Troubleshoot hardware and software issues related to devices, IoT

4. Perform root cause analysis on recurring technical issues and recommend long-term solutions

5. Document technical issues. Create and maintain knowledge base and support documentation

6. Collaborate with cross-functional teams to improve product quality and user satisfaction

7. Diagnose and resolve hardware, software, network, and connectivity issues

8. Escalate unresolved issues to R&D, QA, or Level 3 support teams with detailed technical documentation

9. Perform device testing, firmware flashing, and logging for issue replication

Other Skills Required:

• Knowledge of mobile chipset platforms (Qualcomm, MediaTek, etc.)

• Familiarity with mobile software / hardware tools

• Strong understanding of Android Or mobile networks (GSM, LTE, 5G) and device architecture

• Experience with mobile tools such as ADB, Fast boot and log collection methods

• Familiarity with mobile testing tools or diagnostic platform

• Proficient in English (verbal and written)

• Excel and PowerPoint working knowledge

• Excellent problem-solving and communication skills

• Customer-focused attitude with a sense of urgency and ownership

• Ability to multitask and work under pressure in a fast-paced environment