Product Support Executive

Position: Product Support Executive

Department: Technical Support

Location: Okhla Phase- 1 (On-site)

Working days- a rotational work shift - 9 hour shifts, 6 days a week

Role Overview

The Product Support Executive is responsible for managing the end-to-end servicing process of customer devices, including preparation of quotations/estimates, coordinating dispatch and receipt of products, customer updates, and smooth service workflow management.

Key Responsibilities

1. Estimates, Quotations & Service Documentation

• Prepare accurate service estimates and quotations based on inspection findings or customer requirements.
• Share quotations with customers and obtain approval before repair.
• Maintain records of all quotations, approvals, and job cards.
• Ensure pricing and service charges follow company policies.

2. Device Dispatch & Receiving

• Coordinate dispatch and receipt of customer devices for servicing.
• Log incoming devices with proper documentation and condition check.
• Ensure properly labeled, safe, and timely dispatch of serviced devices.
• Track courier/shipment status and update the system accordingly.

3. Customer Coordination

• Serve as the main point of contact for customers regarding service status.
• Provide timely updates on repair progress, quotation approval, or delays.
• Handle customer queries related to service, warranty, or delivery.
• Ensure a positive customer experience through clear and proactive communication.

4. Service Workflow Monitoring

• Coordinate with the internal service technicians/repair team for timely completion of work.
• Follow up on pending services, parts availability, and escalations.
• Assist in documenting common issues and service trends.

5. Reporting & Administration

• Maintain daily service logs, quotation history, and communication records.
• Update CRM/service software regularly.
• Prepare weekly or monthly reports on devices received, dispatched, quotations, and completed services.

Required Skills & Qualifications

• Bachelor’s degree preferred.
• 1–3 years of experience in product support, service coordination, or customer service.
• Strong communication and customer-handling skills.
• Basic technical understanding of products/devices (training will be provided).
• Proficiency with MS Office, Excel, and CRM tools.
• Good organizational and multitasking skills.

Job Types: Full-time, Permanent

Benefits:

• Food provided
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Education:

• Bachelor's (Preferred)

Experience:

• Support Specialist: 1 year (Preferred)

Work Location: In person