Technical Helpdesk Executive

Location: Udaipur, Rajasthan Function: Services (Shift-based Support) About the Role: As a member of the Services team, your primary responsibility will be to handle incoming calls and service requests related to our software (SFE/SMSO), meter installation, pairing, troubleshooting, and other smart services. You will be required to manage service requests involving meter uploads, tariff updates, configuration changes, key generation, and system simulations. It will be essential to monitor, manage, and close all service requests within agreed timelines, escalating unresolved or critical issues as needed. Your availability as per the defined shift schedule is crucial, and you may need to provide off-hours or emergency support when required, with 24/7 availability expected. Additionally, creating and maintaining FAQs, checklists, and knowledge documents to help customers and team members troubleshoot issues independently will be part of your responsibilities. You will collaborate closely with internal teams like IT, NPI, Marketing, and Production to ensure smooth service delivery and project support. Supporting the generation of reports and trend analysis to aid in service improvement and business decisions will also be a key aspect of your role. Required Qualifications: To excel in this role, you should hold a B.E. in Electrical, Electronics, or Computer Science. Additionally, you should have a minimum of 12 years of experience in a technical support role, with at least 1 year of experience working with international customers. Key Skills: Your success in this role will be greatly influenced by your strong communication and problem-solving skills. You should be comfortable working in rotational shifts and a 24/7 support environment. What Success Looks Like: Success in this role will be defined by your ability to provide timely and quality responses to customer queries, resulting in high customer satisfaction and minimal escalations. You should showcase your capability to resolve complex database and meter-related issues, exhibit strong collaboration across global teams, engage in continuous learning, and reduce dependency on other departments.,