Technical Support Executive

About HeseosHeseos Technologies is a fast-growing Home Automation and Smart Living solutions company, empowering builders, architects, and homeowners with intelligent, connected products — from smart lighting and touch panels to energy monitoring and centralized control systems. We’re building the future of how people interact with their homes — simple, seamless, and secure. Role OverviewAs a Customer Support Executive at Heseos, you will be the frontline representative for our customers — handling installation queries, post-installation support, ticket resolutions, and ensuring every Heseos user experiences effortless automation. This is a core operational role within our startup, requiring strong communication skills, empathy, and technical understanding. Key ResponsibilitiesAct as the first point of contact for customer queries via phone, WhatsApp, email, or CRM system. Register, track, and resolve customer tickets efficiently through the Heseos support app. Coordinate with technical and on-ground installation teams to ensure timely resolution of issues. Provide step-by-step guidance to customers on app setup, device pairing, and basic troubleshooting. Follow up with customers to confirm satisfactory issue resolution and collect feedback. Maintain detailed logs of calls, complaints, and resolutions. Support builders and channel partners with escalation handling and support scheduling. Prepare and share weekly support reports with management. Identify recurring technical or usability issues and provide feedback to the product and operations team. Required Skills & QualificationsBachelor’s degree or equivalent (preferred in Engineering, Electronics, or IT). 1–3 years of experience in customer support, technical support, or helpdesk roles. Strong verbal and written communication in English and Hindi (Marathi preferred for Pune region). Tech-savvy with basic understanding of IoT / Smart Home / Networking devices. Ability to handle multiple tickets under pressure and maintain composure. Proficiency in using CRM tools, Excel, and ticketing software. Excellent interpersonal and coordination skills. Preferred TraitsCustomer-first mindset and a calm, solution-oriented approach. Passionate about technology, automation, and innovation. Team player with strong ownership and accountability. Flexible to work on-site visits or remote troubleshooting when required.